Contact Centre solutions for the Energy Sector

Enhanced customer experiences for the energy sector, with bespoke Contact Centre services.

UK consumers have more options available to improve their energy efficiencies from the recent nationwide smart meter roll-out, giving households more information on their energy usage. There has also been a drive to improve energy ratings on household appliances and an increase in more energy-efficient lighting options. With these technological advancements, your customers have more ways than ever to take control of their financial outgoings and support the future of our ecosystem.

Whistl understands the importance of communicating effectively with your suppliers, partners, and customers. The UKCSI reported in January 2020 that the utility sector scored 72.3 out of 100 (this is a reduction of 1.5 points compared to January 2019 but an increase of 0.2 points versus July 2019).

Our recent research into what do your customers want from a contact centre shows that 18% of utility customers have stopped using a company due to poor customer service. Whistl helps keep your customers happy and loyal by offering bespoke contact centre solutions, all tailored uniquely to your business and your customers' needs. We work with you to ensure your customers receive professional and seamless customer service, to improve their trust and loyalty, so you can continue to focus on your industry sector position.

Whistl technology solutions create easy integrations, so we can start dealing with your increased call volumes on your behalf, sooner

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Whistl CC Guide -Tip Customer loyalty is dependent on each individual customer.JPG

Key Utility Customer Services Statistics

Source: The Institute of Customer Service

56.7%

Customer Complaint Handling Score (Jul19)

31%

Customers rated their experience as important when reporting a problem (Jul19)

72.3%

Utility Customer Satisfaction Score (Jan20)

Read Whistl's research-based guide on what customers expect from a Contact Centre solution

Read here

Tailored Contact Centre Services for Utility Providers

When supplying and servicing both residential and business properties with specific services such as electricity, water, gas, or natural energy your customers are reliant upon your business every day. However, there may be situations where an issue arises with supply and your customer base will be looking for a quick resolution.

With the government, in April 2020 Ofwat introduced customer measure of experience (C-MeX) and developer services measure of experience (D-MeX) to the 17 largest water companies in England and Wales. Both measures focused on the satisfaction ratings and primarily survey-based incentive mechanisms, measuring direct customer feedback and comparisons against KPIs.

Customer service excellence should now be the primary focus, as companies can receive outperformance payments or incur underperformance payments based on their scores within the league table. Whistl's tailored contact centre services support your business, providing unrivalled customer service to support business challenges, such as seasonal peak periods.

Tailored Contact Centre Services for Energy Providers

Your customers or prospects look to your company to provide them with the best options for both their budget and consumption ethos. Your customers are always researching services, comparing the best deal for their homes and businesses and they will often want to discuss their options with you directly to make sure they have secured the best possible rate for their energy services.

Following Ofgem's introduction of a customer price cap for variable contracts in January 2019, a lowered cap for retail energy prices was effective from October 2019. Protecting 11 million UK customers with the Default Tariff Price Cap, or 4 million customers with the Prepayment Meter Price Cap.

Whistl knows your customers and prospective customers have questions, meaning your customer service is more important than ever. With our tailored contact centre solutions, your business will receive excellent customer services, source the right deal, or support with technical solutions. Our tailored support for energy providers supports growth in this highly competitive market.

Dealing with an increased volume of calls or just need more customer service support. Your customers, dealerships, and third-party partners will feel supported when you outsource to Whistl.

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Whistl's Utility and Energy Contact Centre Services can include:

Appliance repair scheduling services
Appointment reminder services
Appointment setting for field agents
Chat support services
Complaint management and resolution
Complaint resolution
Customer service
Customer support services
Customer surveys
Emergency hotlines and dispatching services
Energy efficient products sales and support
General enquiries
Meter reading services
Peak time billing/savings updates
Planned power outage services
Planned power outage services
Power outage/restoration support
Survey capabilities services
Switch board services
Technical support
Technical support services
And more

Overflow Call Handling

Have your calls exceeded the capacity of your in-house call handling team? Or do you need to add further flexibility to handle peak periods of the day? Whistl offers a daily contact handling capacity as your trusted overflow partner. Our flexible teams can manage the calls that are not currently being answered effectively.

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Direct Response Call Centre

Marketing campaign periods can be challenging to manage, with the invariability of the call demand against the campaign objectives. Whistl supports your business and each campaign, wherever you advertise, tracking campaign and conversion performance and ensuring your media campaigns deliver results.

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Out-of-Hours Call Handling

Does your business have fixed business hours for your customer service team? Whistl can support your customers, extending your operating hours or catering to customers in different timezones with our outsourced call-handling solution, ensuring excellent customer service across all industry sectors.

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Technical Support

Increase the technical support available to your customers by outsourcing some or all of these calls to Whistl, We work closely with your business to ensure our call agents are trained to understand the customer's issues and determine how and if they can be fixed, to roll out specific technical services and solutions in your behalf.

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Bureau Call Centre

Whistl’s Bureau Call Centre is an ideal solution for managing lower or varying call volumes. For businesses that do not require a dedicated team of call agents on a regular basis, our bureau team can still work to create more cost efficiencies. Our bureau call centre handling fees are based simply on your call volumes, giving pricing flexibility.

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Dedicated Call Centre

Have your business inbound call volumes outgrown your internal team of call operators? Create more cost efficiencies in call management with Whistl's dedicated call centre team. Our agents are fully trained to your unique requirements. We also offer a dedicated solution to handling multiple contact channels with our contact centre solutions.

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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.

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Why Energy and Utility Companies Outsource Contact Centre Support to Whistl

Energy and utility companies, from new starters, growing brands, through to established providers, outsource their B2C and B2B contact centre operations to Whistl because they benefit in the following areas:

Economies of scale
Strong UK-based team of skilled contact centre agents
A proven track record within energy and utilities
Key reporting and analysis of customer behaviour

We offer your business unparalleled customer service support with our UK-based team of well-trained contact agents. With the latest technology and seamless integrations, we can facilitate your needs quickly to meet your current contact challenges, whether your business needs inbound call support to cover holidays, or sickness patterns, or multi-channel contact support for emails, web chat or social media, we are here to help.

Read more benefits of outsourcing your customer service call centre