image description

Call Center Best Practices for Utilities & Energy

Fully Integrated Customer Service

Based on a decades-long association with the utility industry, CenturionCARES understands the ratepayers’ evolving service expectations, as well as the tools required to meet and exceed those expectations. Easily implemented alongside any existing telephony, CIS, and OMS systems, our CARES interactive voice response (IVR) and automatic call distribution (ACD) software creates a fully integrated communications solution that delivers significantly improved operational efficiencies and enhanced customer service experiences.

Proactive Efficiency in Any Situation

CARES IVR and call center software helps level the spikes in your utility’s call volume – the daily spikes as well as the occasional outage-related spikes. Our efficiency boosting solutions protect the time of your staff, the quality of your service, and the loyalty of your customers. Using secure, PCI compliant automation to compliment live agent interactions provides a number of time and cost saving benefits to the utility.

  • Provide convenient 24/7 access to account information, ERT updates, bill pay options
  • Proactively deliver outage information to offload calls in queue
  • Reduce wait times and abandoned calls with intelligent Routing and Call Back features
  • Improve collections with automated late notice, Predictive Dialer and Multi-Line functions
  • Resolve disputes and strengthen accountability with Audio & Video Recording
  • Boost QA efforts with Call Monitoring and Integrated Customer Survey
  • Collect, report and apply key data to stimulate better business decisions

Match Your Standards, Match Your Growth

CenturionCARES has partnered with public utilities and private utilities, Cooperatives (co-ops) and Investor Owned Utilities (IOUs) serving the gas, electric, water and cable markets. CARES contact center solutions are carefully tailored to complement each organization’s unique culture and standards, through both automated and live agent interactions. With new features and functionality added with simple software upgrades, you'll never outgrow your solution or face the massive hassles and expense of complete system replacement.

You know that your utility must keep moving forward to ensure a successful future. CARES ensures that your customer service solution will keep moving forward with you.

Contact us to learn more about call center best practices software