When we say, “energy companies,” we mean the collective of industries involved in the production and sale of petroleum, gas, electrical power, coal, nuclear power and renewable energy (solar, hydro, geothermal, wind, etc.). If your company falls into any of those categories, an outsource call center can be a great addition to your team. Here are five ways that outsource call centers can help your energy company’s operations.
1. Inbound/Outbound Sales
Your company needs to make money, and outsource call centers can provide sales agents to help generate new leads and become more profitable with call center agents that are trained specifically to sell through outbound (telesales) or inbound (up-sells) strategies. Experienced energy and utility call centers sell energy and energy-related products and services to residential, commercial, and industrial customers in both regulated and deregulated markets.
2. Inbound Customer Service
Every company needs to respond to complaints and general inquiries from their customers. Outsource call centers can provide agents who are trained specifically to answer questions regarding your company and its policies. In addition, having agents available to provide empathy can improve the overall customer experience and increase the chances of customer loyalty.
3. Customer Acquisition/Lead Generation
Outsource call centers have agents who are trained to perform telemarketing calls to gather contacts for your company’s sales team. These call center agents have the proper training and scripts to ensure that their calls are professional and true to the voice of your company. If your company utilizes canvassers to obtain leads, outsource call centers can gather the information for future reference or for setting up appointments for your salespeople.
Energy audits, appliance repair and lighting retrofits are only a few of the services that your company provides for its customers in-person. Outsource call centers can do the first step for your company by setting up the appointments with your customers. Once your service employees complete the appointments, the call center agent can perform a follow-up call and survey the customer on the overall experience.
There are times when energy companies need to collect unpaid utility customer accounts. Some outsource call centers can handle the debt collection portion of your business. For example, if a customer hasn’t paid an electric bill for 60 days, the call center (on behalf of your company) can call the customer and ask to set up a payment plan.
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Outsource Consultants are contact center experts with over 20 years of outsourcing industry experience that have spent thousands of hours vetting and analyzing the strengths and specializations of the industry-leading call centers. Let us help you find the energy call center that best fits your requirements.