Offering data-intelligent solutions and interactions-driven customer service to elevate the customer experience
Patience can be scarce in the utilities segment, and with global customers relying on utilities to power their daily lives responsiveness is absolutely necessary.
Count on Teleperformance to help your business in the utilities sector reduce churn while optimizing network efficiency, and aid you in managing and predicting customer demands.
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Our Capabilities
We manage different service components under the utility sector, which includes operations of electricity, water, and retail gas suppliers.
- Customer acquisition: electricity connection, gas connection, truck hire referral, water connection, removals referral, cleaning referral, telecom, insurance referral
- Customer management: high bill queries, bill calculation, reversal of fee, balance information, progress on transfer, update billing cycle, update price plan, rates explanation
- Credit management: collections, reminder calls, payment arrangement, debt collection, payment plan
The Teleperformance Advantage
- Automated MIS reporting: developed range of automated reporting solutions which provided an “instant” performance overview on clients’ offshored processes.
- Real-time analysis: real-time analysis of data via intranet (secured password/login).
- Consistent performance
Performance Solutions for Efficiency
- A blended contact center environment and an omnichannel collections approach to improve early stage collections
- Leverage proprietary solutions (TAP™) to improve delivery model and operational performance
- Staffing optimization to address all forecasted and ad-hoc situations
DISCOM Capability
We ensure prompt, timely registration, and resolution of customer complaints to increase customer satisfaction and enhance the DISCOM’s image for end consumers.
- Call center
- Fault rectification
- Tracking and escalation
- Vehicle tracking system
- Fleet on Street and maintenance
- Back-office
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The Teleperformance Effect
Over 83% of complaints attended and rectified within two hours of being registered.
Single number for centralized complaint center to register complaints.
Effective MIS reporting.
Effective tracking of complaints.
