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Improving Utilities Contact Center Effectiveness With Intelligent Data

The IVR and call center are designed to provide an excellent customer experience. Unfortunately, too many customers can’t be identified by their phone numbers, limiting self-serve options and forcing loyal customers to re-authenticate themselves.

In addition, call center staffing has become more challenging during the pandemic.

In this on-demand webinar, hosted by Energy Central, you’ll learn how utilities are improving caller identification and self-serve rates, enhancing the call center customer experience and realizing significant savings.

Why are identification rates based on a customer’s phone number so low?

  • Industry benchmarks show ~20% of a utility’s customer phone data is outdated and incorrect
  • With mobile proliferation, individuals call from phones that are not in your systems