Advanced Technology for a Modernized Energy Grid
From rural coops to federal and state power authorities, the utilities and energy industry faces a number of overlapping challenges. Changing regulations, compliance and liability issues, audits and risk management, as well as managing the customer experience create enormous hurdles for utility and alternative energy companies. In this complex landscape, speech analytics technology helps utility providers adapt to emerging issues in the industry so that they can focus on developing a more resilient power grid.
Compliance & Liability
Companies operating in highly regulated industries need to ensure script compliance, avoid liability issues, and resolve disputes before they escalate. CallFinder’s automated quality monitoring software allows you to monitor 100% of calls, even in large call centers. Quickly identify common metrics to mitigate risk and unify compliance standards across multiple call centers.
Positive Customer Experience
Our speech analytics software helps you identify the service metrics that are meaningful to your customers, such as average handle times and first time call resolution rates. And with our MyAnalyst services, one of our speech analytics experts will help you implement a plan to improve these performance measurements, and your customer service ratings.
Optimizing Agent Performance
Speech analytics applies automated tools to your contact center’s call monitoring system to extract key performance indicators from agent calls. Automated scorecard reports provide consistent evaluations across all agents and call centers without having to manually fill out reports. Now supervisors can spend more time creating benchmarks and offering feedback to improve agent performance.
Common Call Metrics in the Utilities and Energy Industry
- Average Handle Time (AHT)
- Customer Satisfaction Scores (CSAT)
- First Call Resolution Rates (FCR)
- Call Conversion Rates (CCR)
- Net Promoter Scores (NPS)
- Customer Effort
- Energy Efficiency & Energy Audit Queries
- Billing & Payment Questions
Boost Customer Satisfaction Ratings
Creating an outstanding customer experience is one of the most important aspects of any industry. In the utilities and energy industry, providing exceptional customer service is one of the biggest challenges for these providers. CallFinder’s specific call monitoring and tracking reports inform companies which technologies and services are most valuable to their customers to help boost customer satisfaction ratings. Stand out from your competitors by providing a positive customer experience with CallFinder’s advanced speech analytics solutions.
To learn why CallFinder is the best utilities speech analytics solution on the market, sign up for a free discovery session below.