Once monopolies, utilities have recently been thrust into competition. And, because service can mean life or death to customers, utilities still operate in a highly regulated industry-under the watchful eye of the public and government.
Customer Intelligence and Performance Optimization solutions from UTOPY give utility companies the power to optimize contact center performance, enhance the customer experience, better understand the needs of their customers, and ensure compliance with procedures and regulations.
With UTOPY solutions, you’ll be able to answer questions like:
- What are competitors promising to lure your customers away?
- Are you offering the right products to the wrong audience? Or, are you attracting the right customers but short on the products they are looking for?
- Are your agents able to recognize competitive offers and overcome objections? Are you taking full advantage of cross-sell and up-sell opportunities?
- Do emergency and serious service problems get the attention they merit?
- Does your audit department have the tools to review transactions easily and automatically? Are they required to verify sales or collections?
- Are your agents following required scripts for compliance or regulation?
UTOPY is currently working with some of the leading utilities in the following ways:
- Analysis of the customer experience-understanding the drivers for customer satisfaction
- Ongoing monitoring of the reasons for customer contact as well as ensuring a more effective process for identifying critical and life-threatening customer issues
- Compliance: Constant monitoring of how effective agents are at adhering to set scripts and industry regulations
Because UTOPY has developed a knowledge base specific to the utilities industry, you're able to benefit from the work we've already done with leading companies. The end result of our consulting expertise is that you can improve contact center performance and the customer experience right away and achieve return-on-investment more rapidly than you ever thought possible.
"UTOPY Handle Time Optimization decreased AHT by 36 seconds (10%) resulting in a savings of $5 Million annually!"
