Utilities BPO: Contact Center & Customer Care

With the pressure to embrace smart grids, home automation, advanced metering, distributed generation and renewable energies, both utilities and their consumers will need to adjust to new ways of doing business. This means a much closer consumer-utility relationship - even daily interaction as consumers become active partners in managing their energy costs and consumption.

As utilities become more customer focused and marketing minded, customer segmentation based on geo-coding, lifestyle, and consumption patterns must now be matched with multiple touchpoints and technologies that map onto a customer's preferred communication channels. Delivered via voice, email, web, and chat channels, our award-winning customer care results in exceptional performance metrics.

General customer care and inquiries
Billing inquiries and discrepancies
Time-of-use (TOU) billing support
Payment assistance
Product information
Service order inquiries
Service transfers and switchbacks
Enrolments
Proactive outage notifications

Client snapshot:

When one of the largest energy providers in the United States needed highly engaged, professional contact center agents to provide customer care, sales and back-office support to its electric customers, they turned to TELUS International. The work began as a 10-seat pilot in 2002 and has grown to almost 1000 TELUS customer service representatives handling hundreds of thousands of phone and email inquiries every month. TELUS International now handles multiple queues for this client ranging from simple customer care to complex back-office programs focused on revenue management and meter-to-cash initiatives.

Brighter Ideas for Utilities with TELUS International:

Awarded Global Outsourcing 100 - Best 5 Companies by Industry Focus, Utilities, by the International Association for Outsourcing Professionals (IAOP), 2010
Consistently recognized as #1 vendor for CSAT
Achieved sales goals ahead of target
Successfully ramped over 300 customer service reps for the high bill season
Best practices in training, escalation procedures and call resolution rolled out to other sites
Six Sigma projects for DSAT improvement, CSAT improvements, Voice of Customer analysis, Net Promoter Score (NPS) and more.

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