The Enterprise Call Experience in 2023: Utilities and Home Services

The impact of negative call experiences on revenue

Phone calls still play an essential role in the multichannel outbound communications strategies of utilities and home services organizations. Unfortunately, consumers are wary of answering calls due to the rise in robocalls, phone scams and fraud. These negative call experiences are impacting revenues.

In late 2022, we commissioned Omdia to conduct a survey of enterprises (across seven industries) that make large volumes of outbound calls to gain insights on customer call experience challenges and opportunities they face. The results were enlightening and quite useful.

We then turned our focus to the utilities and home services sector. Read the eBook for key findings, including:

• They perceive the call experience to be closely tied to overall brand perception
• Sixty percent said the impact of negative call experiences was extreme or high when it comes to loss of sales/revenue
•  Sixty-five percent said the same for reduced customer satisfaction — which is closely tied to revenue 

Find out how TruContact™ Branded Call Display (BCD) and Phone Behavior Intelligence (PBI) can help you get more calls answered, enhance the customer experience and increase revenues.