Customer Experience Strategies for Utility Companies
Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Utility Contact Centre
and Powerful Voice of the Customer Analytics
for Your Utility Contact Centre
Customer Experience Strategies for Utility Companies
Scalable, Robust Workforce Optimisation
and Powerful Voice of the Customer Analytics
for Your Utility Contact Centre
and Powerful Voice of the Customer Analytics
for Your Utility Contact Centre
The Deregulation of the Utilities Market Exposes Customer Satisfaction Crisis
The utilities market is changing. As states continue to deregulate and alternative energy sources enter the market, the industry and customer demands are rapidly shifting. In fact, 4 in 5 customers are ready to switch to a different utilities company today.
A disconnect exists between utility companies and their customers, with 70% of utility companies believing they are customer-centric, while only 7% of customers agree. While the utilities market is not the only industry struggling to meet rising customer demands, they have much room to grow to create a better customer experience.
As a result, many utility companies are turning to voice of the customer intelligence to get ahead of customer wants and needs. And nowhere is the voice of the customer heard better than in the contact centre, with utility companies taking hundreds of consumer calls a day.
However, analysing all these calls can be challenging. This is where Calabrio can help. Calabrio analytics helps utility providers analyse 100% of customer interactions.
We have created an intuitive technology that is easy-to-use and helps you identify dissatisfied customers and areas of improvement. More importantly, our reporting function allows you to build custom dashboards to measure critical KPIs such as Net Promoter Scores and overall customer sentiment.
View the resources below to see how Calabrio has helped other utility companies like Superior Propane to drive growth through the contact centre. You can also download our ebook to learn six ways utility providers can improve the customer experience.
CASE STUDY
Read how Superior Propane utilised Calabrio’s advanced desktop and speech analytics to collect insights on frequently used phrases during customer and agent conversations.
A fully integrated agent & customer engagement suite.
Calabrio ONE
What can we help you with?
Call Recording
Amazingly clean and simple. Capture and retrieve calls quickly and accurately. Never miss a call.
Quality Management
Access and evaluate 100% of your customer interactions. Gain powerful performance insights.
Workforce Management
More than optimised staffing levels, modern tools improve predictability and performance.
Calabrio Analytics
Integrate multichannel customer input to gain unprecedented visibility and control.
Data Management
Visualise call centre metrics. Cross-reference data enterprise-wide. Deliver impactful insights.
How to Drive a Competitive Advantage Through the Contact Centre
The utilities industry is in the midst of drastic changes. With state-side deregulations and disruption from alternative energy sources, the market and consumer demands are changing rapidly. View our infographic below to learn what utilities companies can do to gain a competitive advantage through the contact centre.
Utility Providers: 6 Strategies to Improve the Customer Experience
As one of the oldest and steadiest industries in the U.S., the utility market remained largely unchanged over the past century. However, things are changing. Download our Ebook to read more.
Republic Services Increases Sales and Revenue with Calabrio ONE
Republic Services supports customers in 2,800 cities across the United States and fields more than 14 million customer service inquiries each year. Read the full Case Study.
