ENERGY & UTILITIES

Energy and utility companies are going greener, smarter, and fully digital. Enhance your customer experience journey across customer acquisition, account management, and credit management.

Fuelling Next-Generation CX

Customer attitudes towards energy and utility services are changing. They expect faster restoration to service disruptions and open communication to resolve billing and payment issues. ContactPoint 360 brings 12 years of experience to the table in handling residential, commercial, or industrial accounts.

ContactPoint 360 - Who We Serve - Energy and Utilities
ContactPoint 360 - Who We Serve - Energy and Utilities

Fuelling Next-Generation CX

Customer attitudes towards energy and utility services are changing. They expect faster restoration to service disruptions and open communication to resolve billing and payment issues. ContactPoint 360 brings 12 years of experience to the table in handling residential, commercial, or industrial accounts.

ContactPoint 360 - Energy and Utilities

Scalable Cross-Trained Agent Network

Our agent network effectively supports electricity, water, and retail gas suppliers. They are cross-trained to handle varied customer requests – ranging from utility connections, disconnections and cleaning requests to billing queries, billing cycles, and price plan upgrades and downgrades. We have also built up significant expertise in collections.

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Better Crisis Management

Handle surges in call center volumes without any drop in customer satisfaction. Manage service disruptions and respond quickly with our state-of-the-art tools using real-time monitoring & forecasting technology. Ensure that your contact center agents, field technicians and mobile service units are operating in sync.

Create a Stellar Omnichannel Service

Achieving a reduced cost-to-serve involves adopting new channels of customer interactions, such as social media, SMS, emails and web chat. We provide capabilities for great omni-channel customer support while remaining agile and ensuring remote workforce productivity.

Leverage Predictive Diagnostics

Personalize customer experience by offering your agents real-time alerts using the power of predictive analytics. Enhance agent training by using the latest in speech and AI analytics to ensure better first call resolution and lower AHT.

Wendy Hanlan

Wendy Hanlan

Head of ENERGY & UTILITIES Partnerships

Wendy Hanlan is a sales and marketing professional with 20+ years servicing clients all over the world. She has worked in a broad range of industries including travel and hospitality, land development, home building, retail and not-for-profits. Wendy’s Client Care practices instill trust and confidence resulting in strong, long-term business relationships that have spanned over decades.

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