Inbound Call Centre Services
Your brand is in safe hands, we focus on quality and detail. Our team works closely with your business to scope your requirements and ensure your objectives are met.
Utility Customer Service Provider: Whistl's Contact Centre Solutions
Enhance your utility business's customer service with Whistl's specialised call centre solutions. We can manage customer enquiries, including FAQs and service issues, with professional guidance and resolutions.
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300 Seats
Managed Team
Capacity for more home workers
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UK-Based
2 National Sites
Providing Scalability
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KPIs
Bespoke Reporting
Dashboard Reports Avaiable
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10+ years
Client retention
Partnership approach
What Is a Utility Call Centre?
Utility call centres are specialised customer service centres that deal with enquiries and support for utility companies. For example, these could include gas, water, electricity, and waste management services. By assisting customers with issues related to these services, utility company call centres work to enhance and streamline the customer experience.
Our research into what customers want from a contact centre shows that 18% of utility customers have stopped using a company due to poor customer service. To combat this loss, Whistl tailors bespoke contact centre solutions to your business and customer needs. This ensures they are kept happy so you can continue to focus on your industry sector position.
Introduction to Utility Customer Service
When supplying and servicing residential and business properties with specific services such as electricity, water, gas, or natural energy, your customers rely on your business daily. If customers have contacted the call centre, they may be asked to provide specific details about their issue to help resolve it efficiently. However, supply issues may arise, and your customer base will look for a quick resolution.
At Whistl, our fully managed and trained agents set us apart from the competition. We can provide dedicated customer service support to utility company customers for essential services, including electricity, gas, water, and telecommunications.
By providing timely, reliable service issue resolutions, our team can help maintain customer satisfaction, so you can focus on ensuring the smooth functioning of vital public services.
Whistl's Tailored Utility Call Centre Services
Whistl knows your customers and prospective customers have questions, meaning customer service is more important than ever. With our tailored contact centre solutions, your business will receive excellent customer service and technical support. Our tailored support for utility providers assists growth in a highly competitive market.
Whistl provides utility call centre support services:
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Appointment setting and reminder services
We can streamline your appointment management to reduce missed appointments and maximise productivity.
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Customer service
We offer various customer support services, including chat support, complaint management and resolution, and general enquiry handling. We also provide technical support, energy-efficient product sales, and emergency hotlines.
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Customer surveys
We conduct surveys to gather feedback and valuable insights, helping you make informed decisions to improve service quality.
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Peak time billing/savings updates
We can communicate billing and savings updates during peak periods.
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Switchboard services
We can efficiently manage and direct inbound calls, ensuring they are routed to the appropriate departments and that queries are addressed promptly.
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Online enquiry forms
We can manage receipt and resolution of customer service issues through online forms, making it easy for customers to submit enquiries or requests for general consumer-related matters.
Types of Utility Customer Service Support
Whether you require a dedicated team for all enquiries, your office has reached capacity, or you need help managing peak periods, our inbound customer service management could be the solution. Choose from a range of utility contact centre services
Omnichannel Contact Centre
With multiple options to reach your business, take the customer service pressure off your business by outsourcing your omnichannel contact centre to Whistl.
Direct Response Call Centre
Make sure that your direct response media campaigns produce the desired results by utilising specific call solutions.
Bureau Call Centre
A shared resource across multiple clients. Whistl's bureau team is ideal for irregular or low to medium call volumes.
Overflow Call Handling
Providing an extension of your existing contact centre, our team is available at times your customers need extra support.
Out of Hours Call Handling
Improve your call handling opportunities across the day and night wth Whistl's out-of-hours call handling service.
The Benefits of Whistl’s Call Centres for Utility Companies
Energy and utility companies, from new starters to growing brands to established providers, outsource their B2C and B2B contact centre operations to Whistl because they benefit in the following areas:
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Cost savings
Streamline your service by allowing us to handle your customers while you focus on other key aspects of your business. Boosting customer satisfaction and loyalty may lead to greater profitability in the long run.
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A UK-based solid team of skilled contact centre agents
Our UK-based team of well-trained contact agents offers your business unparalleled customer service support. We can quickly accommodate your needs and meet your current contact challenges with the latest technology and seamless integrations. Whether your business needs inbound call support to cover holidays and sickness patterns or multichannel contact support for emails, web chat, or social media, we are here to help.
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A proven track record within energy and utilities
We are experienced in collaborating with clients in the energy and utilities sector, enabling us to handle queries efficiently.
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Essential reporting and analysis of customer behaviour
By providing critical insights into your customers’ pain points and queries, we can help your utility company improve as a business and make informed, actionable decisions. Discover more about why reporting is important for your business.
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Multichannel support available
From email management, SMS, and call handling to live chat and social media messaging, we can communicate with your utility customers across platforms, wherever they are.
Learn more about the benefits of outsourcing your customer service utility call centre.
Multichannel Customer Support Solutions for Utility Businesses
As technology has advanced, customers have moved away from relying solely on phones for customer service. As part of Whistl’s multichannel contact centre solutions, we also handle live chat support, social media management, email management and SMS support.
No matter where your customers are, Whistl has it covered. Discover Whistl’s omnichannel contact centre solutions to ensure all of your communication channels are covered by award-winning customer support.
Customer Services
Email Management
Call Handling Service
Live Chat Management
Social Media Handling
Utility Call Centre Services
Has your office reached capacity, or do you need help managing peak periods?
Whistl's Contact Centre Memberships and Accreditations
Frequently Asked Questions: Utility Customer Support
Which contact channels can be managed?
We offer solutions across all customer communication channels, including phone calls, social media, email, live chat, and messaging apps. We can support on a single channel, multiple or across all channels.
How long does it take to start managing our customer service?
The timeline for a customer service program can vary depending on complexity and scale. However, a straightforward implementation could be within 4 to 8 weeks from contract signing to the first call. This includes training agents to become experts in your product/service.
Can your agents use our existing CRM and tech stack?
Yes, our team can integrate into existing integrations, and we ensure secure, real-time data synchronisation for continuity. Our team is proficient in working with leading customer experience platforms, including Salesforce, Zendesk, MaxContact and Gorgias. We would be happy to speak to you about your integration requirements.
What's your average agent tenure and why does that matter?
Whistl agents have an average tenure of 9-10 years, compared to the contact centre industry average of 1-2 years. The extended tenure allows our teams to resolve issues faster (first-contact resolution), understand your business better, and provide superior customer experience. Our clients benefit from consistent service quality and institutional knowledge that new hires can't replicate.