For thousands of businesses worldwide, efficient, skillful outbound and inbound call center services are critical to their success. It can mean the difference between a positive and negative customer experience, which can impact your bottom line. However, there is no one-size-fits-all call center solution for every business. Energy providers face unique customer care challenges, but the right outsourced call center can solve them. Here are five things to consider.
Depend on Decades of Experience
In nearly all cases, it’s always better to choose a domestic call center with decades of experience. For instance, coordinating meetings and scheduling is more convenient with a domestic call center. Domestic call center agents are also often more familiar with details of the energy industry and localized utility services. Plus, there is simply no substitute for experience. Utility-based customer service isn’t anything new either, and the best call center services providers have over 50 (if not 60) years of experience helping customers like yours.
Choose Tailored Solutions and Human Connections
Any call center your energy company partners with should be dedicated to two essential focuses: tailored solutions and a commitment to establishing human connections. Every business has different, distinct requirements, and fine-tuning a client’s service strategy in response to those requirements is critical. Additionally, in this increasingly automated world, your customers will appreciate the human connection with each customer service agent.
Check for Compliance Certifications
As crucial as tailored service solutions and the human touch are, you should choose a call center outsourcing company with experience within the energy industry. This includes the unique compliance concerns and requirements related to energy. That means finding a call center service familiar with the oversight required for both vendors and suppliers. Choose a company familiar with what it takes to pass your vendor approval process. Be sure the call center company knows exactly what it takes to remain compliant with rules and regulations for customer contact enforced by the utility commission in your state. As you compare different options, check that each potential call center partner has PCI DSS Level 1 and SOC2 Type II Compliant certifications.
Can They Address Common Contact Types?
Any call center that partners with an energy company should be well-versed in fielding the most common contact types. These include:
• General customer service
• Billing inquiries and collections
• Rate changes
• Outage alert programs
• Self-service campaigns and solar programs
• Demand response
• Retention and win-back programs.
Consider Their Training Process
When your customer calls in to ask a question, or raise a concern, the agent on the other end of the line must represent your business well. That’s why you should partner with a call center that trains its agents in your unique offerings and brand values. These agents should be familiar with your brand identity, goals, and your customer journey. That combination of industry experience and expertise, plus a service plan customized for your company’s unique needs, is a recipe for a successful partnership.
About DialAmerica
DialAmerica is among the largest privately-owned call centers in the country. Founded in 1957, their success is informed by well over 60 years of call center outsourcing expertise. DialAmerica offers a full suite of call center services for B2B and B2C brands, averaging 100,000 phone hours weekly, amounting to 100 million calls made every year. They are dedicated to establishing real human connections with both potential and current customers, delivering the best service possible. Their effective, well-spoken customer service and sales agents represent your brand with pride in 16 state-of-the-art domestic call centers. Invest in call center services that move the needle and improve customer relationships with DialAmerica.
Learn more about DialAmerica’s energy and utility call center services at https://www.dialamerica.com/
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