Customer service is one of the most important aspects of any business. Utility companies need to focus on their customers. However, customer service is a specialized function, and expecting existing teams to multi-task and manage customer service is not an effective option.
While utility companies need dedicated teams for customer care, hiring permanently is an expensive and demanding option. This is why outsourcing customer care is beneficial because then, companies’ in-house resources remain free to focus on their core competencies. While outsourcing partners take care of customer service, in-house teams are freed up to ensure growth-driving and enabling functions.
Here are 7 Benefits of Outsourcing Customer Care for Utility Companies:
1. Cost Efficiency
Utility companies are expert service providers in their own business, which could be power supply, gas, and water infrastructure, or delivering supplies to customers. However, customer care may not necessarily be their forte, which means setting up in-house teams will be an additional cost for the company. They will have to invest in office space, equipment, systems, and other infrastructure.
There will also have to manage recruitments, regular training, payroll, etc. Instead, it makes more business sense to outsource customer service to companies who have expert professionals and eschew all these overhead costs. The outsourcing partner has already made an investment in facilities and infrastructure, and can easily handle the hiring and training of staff, specific to customer service functions.
2. Access to High-end Technology
While utility companies may find it tough to maintain the latest software and technology for customer service, outsource partners invest heavily in this area. They specialize in technology such as IVR systems, Customer Relationship Management (CRM) systems, document processing, co-ordination, reporting/dispatch functions that are constantly evolving.
They also have partnerships with leading technology brands so that their customer care teams are well equipped to provide world-class customer service. By outsourcing to them, utility companies gain access to all these services. In this manner, their customer support will continue to advance without the utility company having to invest in the upgrade of infrastructure, operations, or training.
3. Special Knowledge and Expertise
When a utility company onboards an outsource partner, the former also gains access to the years of experience the partner has in providing customer support. Outsourcing companies have a treasure trove of experience in all areas of service provision, including recruitment, people management, training, and data management. Utility companies can get access to this expertise to provide higher levels of service experience to their clients.
4. Edge Over Competition
With more and more competition, customer care is a seminal aspect to differentiate oneself and stand apart from the competition. Power providers, for instance, find different USPs by establishing themselves as leaders in low rates, eco-friendliness, reliability, and customer service. It helps to find a customer support service provider that understands the industry and is prepared to handle billing inquiries, power outage complaints, and other issues 24 hours a day in a professional and responsive manner.
5. 24X7 Accessibility and Customer Support
One of the most noteworthy aspects of outsourced contact centers is that they usually operate 24/7. This is as opposed to in-house customer contact centers that may offer a typical 9 to 5 schedule. While utility companies may wish to be available all the time for their clients, it could prove difficult and expensive for them. It is a lot easier for them to focus on other aspects of their business with the comfort of knowing all their clients are being taken care of. Outsource customer centers also operate at flexible hours which can help them serve clients who are situated in different time zones.
6. Faster Turn Around Time
Customers do not appreciate being put on hold when they call customer service. While they are already hassled trying to deal with the issue at hand, the wait time is a big disappointment. Access to an expert outsourced customer support team also means clients are not required to wait for too long before their questions are answered.
Also, customer support outsourcing these days is much more than receiving calls. They could also include elements like web chat, email, and texting to help respond to customers in their preferred methods.
7. Ease for SMEs
Customer service outsourcing also works best for small to medium-size enterprises (SME) who do not have the budget to match the services that larger companies offer. Outsourcing presents the former with an opportunity to effectively compete by giving them access to the same or similar infrastructure, technology, and expertise that large organizations enjoy.
Every company has unique needs. It’s important to find a customer support outsourcing option that best fits with your company’s ideals. PrologiQ comes with over 7 years’ experience and specializes in managing customer service functions for utility companies. Now that you are aware of the benefits of outsourcing customer care for utility companies, to know more about how we can help you keep your customers happy with prompt and reliable back-office services, get in touch at firstname.lastname@example.org