The Connection has extensive experience providing outsourced contact center solutions for the utilities industries. Our advanced technology and highly-trained agents allow us to deliver an unparalleled quality and customer service experience. With a string of industry awards for quality and performance, we have the expertise to lower your customer support costs, increase sales conversion rates, and improve your first call resolution. We handle it all—from customer acquisition and retention to technical support and customer service—with the uninterrupted quality and commitment you would expect from an award-winning industry leader.
You Will Benefit From Our Industry Expertise:
- Capacity and scalability - providing the capacity to handle uninterrupted services for over 100 million calls per year and the ability to add agents efficiently and seamlessly at our multiple U.S.-based facilities.
- 100% U.S.-based contact centers - providing professionally-trained agents who handle calls 24 hours a day, 365 days a year.
- Multichannel services - connecting with customers through voice, live web chat, email response, interactive voice response (IVR) and social media channels.
- Quality Focused - ensuring quality and peak performance through on-demand reporting, web-based agent quality scorecard, and live or recorded call monitoring.
- Advanced Technology – leveraging skills-based routing to direct calls to the best-qualified agents while accessing your internal CRM system in real time.
Utility Industry Services
Inbound and Outbound Calls
Technical Support Levels I & II
Sales, Up-sells, Cross-sells
Customer Acquisition & Customer Retention
Live Web Chat
Interactive Voice Response (IVR)
Social Media Monitoring