Evolving customer preferences, emerging technologies and safeguarding against cyber-attacks are some of the most pressing issues energy and utilities companies are facing in 2020.
Outsourcing benefits for energies & utilities
Capability & performance
Rising labour costs and skills gaps are making it harder for energy and utilities companies to find the right talent as the industry evolves. Oftentimes, the skills of the employee don’t match the work they’re actually doing—or what the company needs. Firms are turning to third-party partners like Acquire BPO for call centre services in the energy industry to quickly scale best-fit staff without the risk over under- or over-resourcing. We have solid experience deploying high-performing outsourced teams for contact centre and back-office tasks such as billing, collections, customer service, reporting, retention, sales and technical support. Operations are supported by Team Leads (TLs), Quality Analysts and Operations Trainers to ensure optimal performance.
Technology & innovation
Technological advancements is a major challenge for energy and utilities providers. Firms in this sector can boost efficiencies, resiliencies and customer experience with automation—but they need the right partner to do so effectively. At Acquire BPO, our specialist automation and intelligence teams can transform call centre outsourcing services for energy companies with secure self-service options through voice biometrics and 24×7 customer support through chatbots. Furthermore, our Robotic Process Automation (RPA) capabilities can help you streamline repetitive, time-consuming processes so your resources can focus on higher value work.
Security & compliance
Energy and utilities companies handle large swathes of customer data, which makes them a prime target for cyber-attacks. Government regulatory standards are strict as well, making it even more important to fortify your utilities BPO services with a trusted partner. At Acquire BPO, we take information security seriously: we adhere to strict compliance protocols such as global PCI-DSS certification and SOC 1&2 attestations to ensure our outsourcing services for energy companies are always protected.
BPO services for energy and utilities companies
Our outsourcing solutions include, but are not limited to:
- Answering Services
- Appliance Repair Scheduling
- Appointment Reminders
- Billing and Collections
- Budget Plan Enrolment
- Compliant Resolution
- Customer Surveys
- Electric/Natural Gas/Green Power Sales
- Email Management
- Emergency Hotlines & Dispatching Services
- Field Workforce Communication and Support
- Late Payment Notification
- Meter Reading
- Outage and Emergency Reporting
- Peak Time Billing/Savings Updates
- Planned Power Outage
- Power Restoration Confirmation
- Start/Stop Service
- Virtual Assistant
Our valued clients
Acquire BPO’s outsourcing solutions are trusted by the following client partners:
Why Acquire BPO?
Demonstratable experience deploying high-performing outsourced teams, with talented contact centre and back-office resources, guided by a global management team.
Availability of resources
Scalable operations with skilled customer service, sales and technical support specialists ready to work based on your unique business requirements.
Security & compliance
Global PCI certification and compliance to standards and best practices including SOC 1&2, COPC, Australian Privacy Laws, Australian Financial Services Regulatory Framework and ISO/IEC 27001:2013.
Seamless client experience
Risk-free transition, hands-on focus and cultural alignment through local Client Relationship Managers (CRMs) and PRINCE2-certified Project Managers.
99.999% network availability
Redundant infrastructure, onshore data storage in highly secure and stable locations, purpose-built design for real-time traffic applications, voice and video.
Specialised AI support
Improved service delivery, increased efficiencies, minimised human error and reduced costs by automating repetitive tasks and processes.
Talk to us
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