The Utility of Contact Center Outsourcing

As we move towards 2020, the big transition underway is the transformation of the traditional Utility "call" center into more of a full-fledged "contact" center. Utilities are realizing that the emphasis on "call" is ironically the same thing that needs to be eliminated. Talk about a conundrum. When you think about it, virtually every metric, every KPI, every process is tied to call measurement or improvement. How do you turn that ship into the wind -- and navigate the implications to CRM, Knowledgebase, billing, payments, technology interface, quality and more importantly... driving Digital Deflection?

Having a digital deflection strategy is key for Utilities. The technology, experience and process required to drive this transformation is a key reason why more Utilities have come around to the perspective that Outsourcing is an way to escalate and expedite the turn into the wind. How will chat be integrated into the communication mix? Will it live chat, chat-bots, texting .. a combination of all? Is the customer experience mobile friendly? Does the existing infrastructure (IT, Care, Billing and HR) have the expertise and budget to apply analog and digital (mobile) treatments to interactions. Is the operation PCI certified and compliant? Practical answer is that there will be gaps, big and small. And outsourcing with a leading experienced Utility focused BPO is a great way to bridge the gaps short and long term.

How is your company dealing with the transition from call center to contact center?

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