The calls you can't predict
One utility queue carries billing questions, new service, moves, past-due arrangements and outage reports. A storm, a rate change or a billing cycle can triple calls in an afternoon, and customers expect the same answer every time. Your public service commission watches how you treat customers, most of all around past-due accounts and shutoffs. So quality and compliance can't slip when the queue spikes.
How TSI fits
One agent for every call type
One trained agent handles billing, new service, moves, past-due and outage calls, so a spike in one call type doesn’t leave customers waiting for a specialist.
Extra staff for surges
10,000+ people across 20+ sites take on outage and billing-cycle spikes without an emergency hiring push.
Ripple scores every call
Ripple scores every call and guides agents while they talk, so quality and compliance hold under pressure.
Built for regulated work
SOC 1 Type II and SOC 2 Type II attestation reports, PCI DSS 4.0 Service Provider Level 1 and HIPAA-aligned safeguards, on a program built on NIST CSF 2.0. Delivery from U.S. and nearshore sites, such as Georgia and Guatemala.
10,000+
Sites
100%
Calls scored by Ripple
SOC 2
Type II, plus PCI DSS 4.0
Why utilities choose a partner built for regulators
Agents pass a training exam at each stage before they take live calls, and they keep training after. Trained agents who stay resolve more calls the first time, and that protects your standing with regulators. Utility customer care is one of TSI’s CXBPO programs.
Frequently Asked Questions
Can TSI handle outage and billing-cycle surges?
Yes. With 10,000+ people across 20+ sites, TSI takes on surges from outages, storms and billing cycles without a hiring push.
Do agents handle multiple call types?
Yes. The same agents handle billing, new service, moves, past-due and outage calls on your program.
How does TSI keep quality high during a surge?
Ripple scores every call and guides agents while they talk. Agents also pass a training exam at each stage before they take live calls.
Is TSI compliant for regulated utility data?
TSI has SOC 1 Type II and SOC 2 Type II attestation reports, PCI DSS 4.0 Service Provider Level 1 and HIPAA-aligned safeguards, on a program built on NIST CSF 2.0.
Plan your next surge before it hits
Send us your outage and billing-cycle patterns, and we’ll map how we’d cover them.
Let's Connect
Schedule Your Consultation
Complete the form below and a TSI specialist will follow up by email.
Paying a bill or have a question about your account? Go to the Consumer Support Hub.