Utility

When given the option, customers chose to receive a VHT Callback 54% of the time.
When given the option, customers chose to receive a VHT Callback 54% of the time.
Over 6.6 million utility customers used the VHT Callback option.
Over 6.6 million utility customers used the VHT Callback option.
Over 12 million utility customers received an improved experience.
Over 12 million utility customers received an improved experience.

Challenge

Many utility companies face regulations that mandate certain service levels. If not met, fines and the risk of other punitive actions exist for the utility company. Regular billing cycles produce predictable busy periods, while weather-related outages can create chaos in the calling center at any time. During a power outage, customers’ only option is to call in.

All this, plus the advances in meter technology can lead to enormous call volumes, and managing both the anticipated and unexpected demands can take their toll on workforce optimization. Efforts to improve customer service will reduce complaints to the public utility commission, which saves your business time and money.

Utility
Utility

Solution

To avoid fines for inadequate customer service, many utility companies have turned to VHT Callback as a key part of their customer experience improvement initiatives. Allowing customers to get a callback instead of waiting on hold alleviates frustration, improves average handle times and reduces call abandonment. Utility customers may also schedule a callback for a time that’s more convenient.

In addition to callback options, VHT offers customers the flexibility to transition between an app, website and phone call, without having to repeat their information each time they switch. More and more utility providers are offering self-help options online and in apps, and VHT Conversation Bridge lets customers tap for a callback when they need additional support. Because Conversation Bridge integrates the app to the contact center, all of the customer’s data is submitted with the callback request, eliminating the need to make a phone call, start the process over and wait on hold. It’s a simple solution with huge impact.

Key Statistics

Since mosts callbacks are answered in 16 seconds whenever VHT is treating calls, the impacts are:

Average speeds to answer were reduced from 5.2 minutes to 2.5 minutes during periods when VHT was greeting callers.

Over 5.2 million additional callers were answered within service level goals by using the VHT Callback solution.

VHT saved over 889,000 callers from abandoning the queue. VHT was able to reduce the abandon rate from 14% to 6.5%.

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