SoundBite

Utilites Under Pressure

Public and private utilities are always under pressure to deliver better customer service. Whether notifying rate-payers of service changes, scheduling service calls, delivering emergency notifications, or handling delinquent accounts, the demand on customer-facing resources can threaten the quality of service and prompt customer complaints. SoundBite voice messaging keeps customers informed and service reps productive by automating many communications tasks.

• Minimize inbound calls by advising customers in advance of disruptive events like service outages and statement changes
• Reach out to consumers with proactive service call confirmations, payment reminders and service restoration updates
• Automate the immediate resolution of simple account issues and billing questions
• Provide customers with proactive access to self-service payment processing
• Reach more consumers within a limited time window using unlimited telephony capacity
• Get immediate snapshots of customer satisfaction levels with real-time automated surveys
• Create a reputation for excellent service with regulators

The Special Challenges of Keeping Utilities Consumers Informed

Managing utilites customer care resources is a demanding task. It is mandatory that customers stay well-informed about service interruptions and outages, whether caused by accident or scheduled maintenance. Then again, changes of any kind related to statements or rates cause waves of inbound calls that can completely overwhelm your customer service staff for variable periods of time.

SoundBite automated voice messaging gives you the power to reach the widest range of customers in the shortest timeframe, while also delivering personalized communications that produce superior customer satisfaction levels.

• Pre-empt inbound calls regarding changes to rates and billing statements Minimize inbound calls in response to planned service interruptions by notifying customers in local areas before servicing begins
• Ensure that the maximum number of customers hear the whole story regarding changes, interruptions and outages using SoundBite’s industry-leading 98% accurate answer machine detection to leave clean, complete messages
• Send customers status information regarding emergency repairs and estimated time to service restoration to reduce volume of inbound inquiries during long downtime periods

Building Trust...and a Reputation for Excellent Customer Relations

Engaging in consistent, proactive contact with customers builds trust, increases satisfaction, and increases a reputation of excellence with regulators. The challenge is to stay in personal touch with a large number of customers, encourage them to use self-service options to meet their needs, and resort to live agents only when necessary. SoundBite ensures outstanding communication effectiveness.

• Deliver welcome messages, billing updates, and other helpful information on an ad hoc basis
• Make multiple attempts at different times of day to reach customers most effectively
• After a set the number of attempts, ensure that customers always receive a clean, consistent call-back message. With 98% accuracy, SoundBite answering machine detection leads the industry
• Solicit customers to schedule seasonal home inspections and regular maintenance calls in advance to even out demand on resources
• Confirm customer appointments in advance; ensure customer is present before making service calls
• Obtain necessary information when needed, such as meter readings
• Conduct frequent satisfaction surveys to reinforce that customer attitudes are solicited and valued

Collecting the Debt and Preserving the Relationship

As in any service industry, utility companies must handle customers who have missed payments or have repeatedly neglected to pay for their service for an extended period of time. It is vital to address late payers promptly and collect balances at an early stage, if possible, while at the same time maintaining a positive relationship. SoundBite helps utilities reduce the cost of debt collection and shrink the collections cycle.

• Decrease delinquencies by reaching out to late payers with effective, personalized messages
• Provide convenient, immediate access to self-service payment options
• Eliminate the 2-second delay mandated at the start of calls placed by predictive dialers; convey the importance of the call right away to reduce hang-ups
• Collect more revenue within a shorter period of time using fewer agents
• Reduce cost-per-contact by automatically verifying the right party, thus increasing the percentage of agent time spent on high-value contacts
• Manage call volumes to keep agents busy, but not buried; turn cold outbound calls into warm inbound calls
• Ensure the highest quality customer interaction