Organisations operating in the utilities sector face difficulties in maintaining and increasing market share in the face of regulatory challenges and customers who are demanding better service and lower tariffs. We work with utilities clients to address these challenges. Our intelligent and collaborative approach enables us to deliver transformational solutions that improve business outcomes.
In the UK, Office of Gas and Electricity Markets (OFGEM) have handed out significant fines in recent years, which has presented a substantial risk to suppliers who may be struggling with broken processes. This has become increasingly strained in the face of growing customer demand and cost pressures, driven by competition from new market entrants.
Firstsource understands that the core objective of utilities organisations is to reduce the cost to serve while maintaining customer centricity. Our approach is to work with clients to develop solutions that provide a seamless customer journey, optimising each experience a customer has with them to help improve loyalty.
We help utilities client maximise profitability and:
For one of India’s leading power generation companies, catering to nearly 3 million consumers, Firstsource handles Trouble Call Management (TCM). It is the process of managing the inbound surge of calls in the event of a power outage, and managing the outbound provision of that same information to field crews and customers. The contact centre needs to provide inbound support for service assurance and outbound support for awareness.
Firstsource built a set of FAQs with response guidelines for its customer service agents. Specific training around sentiment management was given to handle panic calls made by customers in power outage situations or reporting accidents and damages caused by heavy rains or flood situations.
Firstsource has been successfully managing the inbound and outbound campaign for the client and currently handles more than 730,000 voice interactions per year. Best-in-class training methodologies, efficient multi-skilling of agents and a robust Trouble Call Management practice has brought down the Average Handling Time from 170 to 100 seconds – a 40% reduction. As a result, the Customer Satisfaction (CSAT) scores have gone up significantly.
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We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology