Traditionally, energy and utility companies have siloed customer support, with separate teams for customer service, outage repairs, new customers and sales, and so on. All of these siloes not only increase complexity of your operations, but they slow down customer support—as customers may need to be frequently transferred between departments, decreasing efficiency for both you and your customers.
What’s more: energy and utility companies, perhaps more than any other industry, deal with unexpected and massive changes in call volume, typically following unforeseen outages, bad weather, grid failures or other issues. As these issues become more common across the country, energy and utility companies must prepare themselves for increased call volume and demand that can skyrocket at any moment.
When you’re managing call volume and customer service internally, there’s no good way to manage this—you’re either under-staffed for surges, protecting your overall costs but burning out employees and providing poor service, or you’re overstaffed during normal times, wasting time and resources.
The solution is an outsourced contact center, which can both eliminate silos—improving efficiency and streamlined customer service—and offer affordable scalability, allowing you to staff exactly who you need, when you need them.
For example, at ROI CX Solutions, we offer scalable teams and overflow staffing available to meet your scaling needs, no matter how quickly they come up. With overflow staffing, if call volume skyrockets suddenly, we can automatically route some of your calls to a team in the wings who can pick up slack. We also offer scalable solutions so you can scale your primary team up for more extreme seasons, or back for slower times of the year.