Improved Service Levels, Lower Operating Costs

Utilities OnCall ™ is an IVR solution that reduces ongoing customer service costs, while increasing customer satisfaction and your revenue. Utilities OnCall automates routine customer service requests, making skilled resources more readily available to handle complex customer-centric issues or projects.

In today's environment, utility companies need to maximize operational efficiency to keep ahead of the competition. Utilities OnCall will improve your business operations, consumer confidence and company image.

With Utilities OnCall IVR, service providers have the power to:

• Offer around-the-clock customer service to account information, bill payments and meter reading updates
• Deliver outbound messaging service to notify customers of overdue accounts without burden to existing resources
• Customize updates or outage notifications within select geographical distances or to key demographics

Streamline Customer Services and Increase Customer Satisfaction

Vocantas offers various cost-effective approaches to delivering a higher level of service.

Improve Customer Service Operations: By offering comprehensive 24-hour, anytime/anywhere interaction with the Utilities OnCall, your customer service operations will improve.  The burden on field service and inbound customer service agents is reduced by 24/7 customer access to automated meter reading, bill payments and outage notifications. Utility OnCall has sophisticated speech recognition capability that allows customers to use their voice for system interaction and account access. 

Improve Employee Satisfaction: Automate routine and onerous tasks like overdue account notification and collections calls. Over two-thirds of customers access automated systems for information about their accounts. Utilities OnCall will minimize customer support spikes with brief and efficient customer notifications. Use the outbound calling to deliver overdue notices. 

Enhanced A/R and Collections Functionality: Shorten your outstanding receivables by offering an alternative payment option that gets accredited sooner with no processing costs - and increase revenue.

Customer Satisfaction: Utilities OnCall allows you to monitor and measure customer satisfaction with automated surveys. Conduct customer surveys to gather feedback for benchmarking or reporting purposes. Track issues and monitor trends in advance of an escalated concern.

DISASTER / PANDEMIC PLANNING: Is your facility prepared for a natural disaster or pandemic emergency? Do you have a strategy to maintain operations and notify your staff with instructions? Find out how Vocantas can help >

Utilities OnCall Feature Sheet >

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