Storm season represents a perilous few months for residents along our coasts, as they brace for potential destruction of personal property and the disruption of essential services.
For utility companies, a catastrophic storm means a real test of responsiveness to infrastructure repair and the concerns of their customers. It also means a lot of phone calls.
Most internal call centers have staffing plans to allow for greater-than-normal peaks in call volume, but a real emergency can swamp the phone circuits, causing dropped calls, busy signals and frustrated customers.
Automated response systems are effective in registering reported outages, but in times of emotional distress, hearing a reassuring voice on the other end of the line can mean a lot to a customer. Live-operator response during an emergency boosts customer confidence and brand affinity.
EnergyCare’s experienced team provides critical rollover redundancy and handles those call volume spikes in times of need. With call centers located in Largo, Fla., Las Vegas and near-shore in Columbia, we have dedicated resources out of harm’s way that can ease the burdens of any internal call center staff.
Our PCI-compliant centers feature energy-only representatives who are trained specifically in customer support. Our technical teams can integrate any CMS system for short-term, as-needed access, delivering customer-specific information in real time. If our utility or energy supplier clients simply need a calm voice to convey the latest news bulletins or collect customer data, we can do that, too.
EnergyCare can provide critical backup in a time of need. Let’s plan ahead together so we’re there when you need us. When the storm hits, your customers will be glad we did.
