As energy consumption continues to grow, deregulation within the utility industry is driving competition among utility companies. Public utilities handle a large quantity of customer service calls daily and are relying more on superior customer service as a competitive advantage. Full-time voice and data recording allows utility companies to not only efficiently monitor and evaluate agent performance, but also supervise communications with installers and technicians, protect against liabilities and risk, and effectively comply with industry regulations.
Industry Solutions:
Why Record:
- Meet Regulatory and Compliance Requirements
Compliance of local, state, and federal regulations is very important for companies within the energy & utilities industry. Call recording solutions provide utility companies with the ability to record and store phone conversations, supply orders, customer payments and much more. Our solutions also offer full PCI Compliance capabilities.
- Increased Efficiency and Performance
Collect and consolidate performance information to create reports that can help determine key performance factors that drive the company's success. Managers can identify problem areas immediately and respond in a timely manner allowing for cost control and maximum profitability.
- Risk and Liability Protection
Call recording technology provides utility companies with proof of compliance by recording verbal agreements and providing accurate records of customer interactions. By utilizing call and data interaction recording, these companies can gain quick and easy access to an archive of data that can be essential in preventing customer disputes or resolving legal battles.
- Easy-to-Use, Reliable and Flexible Solutions
Utility companies can achieve greater operational efficiency through customized solutions that allow users to easily search through and locate archived recordings. Additional features include effortless navigation, playback and sharing of recordings at any time.
- Improve Service Quality
Excellent customer service is a priority for companies in the energy and utilities industry. A company's ability to properly evaluate employees is essential to achieving exceptional service quality. With voice and data recording, management is effectively able to drive continuous service quality improvements through immediate and productive feedback.