Utilities

Utilities

Boost Customer Retention, Improve Operational Efficiency and Mitigate Compliance Risks

 

As utility monopolies disappear, the industry is becoming increasingly competitive. But with the open market comes rising costs since utility providers face intense scrutiny related to environmental concerns, regulatory oversight and labor issues. As budgets tighten, the call center is one of the first places companies look for efficiencies. Challenged to do more with less while still delivering the quality of service that customers expect, a utility company must operate in a way that maximizes operational efficiency and complies with established policies and procedures.

 

NICE enables your utility call center to successfully balance these challenges by helping to:

• Reduce switching rates

• Respond effectively to billing inquiries, outage reports and service requests

• Mitigate risks associated with regulatory compliance and information security

• Improve sales and collections performance