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Utilities BPO: Customer Onboarding & Retention Services
The new energy economy means utilities are becoming more proactive and marketing minded. This means expanding marketing and sales programs to encourage consumer participation. With the need to motivate change, utilities will have to “sell” more to the consumer, segmenting the market by customer type, product offering, communication preferences, payment preferences, ROI expectations and so on.
TELUS International handles millions of sales interactions each year, and has been recognized by the IAOP Global Outsourcing 100 – Top 10 in Services Provided, Sales. We can contribute directly to your revenue stream.
Our revenue growth services include:
- Pre-sales chat programs (reactive and proactive)
- Customer acquisition programs
- Onboarding/welcome programs
- Customer retention programs
- Win-back and loyalty programs
- Inbound and outbound sales
- Cross-sell and up-sell opportunities
We provide top-notch solutions throughout the customer lifecycle – from acquisition and sales to customer care and retention.
New Customer Onboarding – getting proactive for customer retention
The lack of product differentiation in the utilities industry as a whole means that end-consumer switching costs are generally negligible and loyalty can be low. But once a decision is made to stay, customers tend to be committed for the long-term – even acting as powerful advocates. As a result, the first 90 days are often critical to developing lifetime customers.
Onboarding programs present an ideal opportunity to proactively engage and educate your new customers. TELUS International offers comprehensive onboarding programs tailored to your new enrolments that include:
- Carefully timed customer touch points during the first 90 days
- Consistent program delivery with every customer receiving the same friendly, efficient experience
- Ability to engage and educate customers in advance of new billing and/or energy programs
- Foundation to grow and retain customers
- Commitment to accountable, measurable program execution