Customer Success Story
Energizing Customer Relations: The Major Utility Provider Success Story
The Challenge
The major utility provider confronted a dual challenge. Firstly, it required a partner with the finesse to assume active collection functions seamlessly while upholding the exacting standards of customer service for which it was known. Secondly, the utility needed a solution that could swiftly adapt to seasonal volume fluctuations, a factor often influencing staffing requirements.
The Solution
Through a rigorous Request for Proposal (RFP) process, the utility provider identified a partner possessing the perfect amalgamation of qualities:
- TSI’s Expertise and Dedication: The utility provider selected TSI, drawn to their exceptional management and staff, equipped with an extensive knowledge base. TSI’s commitment to a “small-company” ethos, emphasizing personalized, responsive service, aligned perfectly with the utility’s dedication to customer satisfaction.
- Agile and Swift Implementation: One pivotal factor was TSI’s remarkable ability to swiftly implement the program and adapt seamlessly to the seasonal volume fluctuations that could impact staffing needs. This flexibility ensured uninterrupted service to the utility provider’s valued customers.
- A Synergistic Partnership: TSI contributed skilled employees who operated from the utility provider’s call center, acting as an extension of the utility and harnessing the provider’s systems. The utility handled employee training and management, while TSI managed payroll and nurtured the business relationship, fostering a collaborative spirit.
The Scope of Work Included
The partnership encompassed a diverse spectrum of responsibilities:
- Conducting inbound and outbound telephone campaigns.
- Collecting on both residential and commercial accounts, including the negotiation of payment plans, extensions, and payment processing.
- Directing accounts to a field group for sensitive service denial and reconnection.
- Analyzing collection records and executing appropriate collection activities.
- Safeguarding sensitive account data, ensuring privacy, and adhering rigorously to the utility provider, FDCPA, and all state and local collection regulations and standards of business conduct.
- Educating the utility provider’s customers on energy assistance programs and collaborating with energy assistance agencies to facilitate applications for financial assistance.
- Holding periodic meetings with utility representatives to discuss performance and address associated issues.
- Upholding unwavering respect and professionalism in customer interactions, particularly when navigating challenging situations.
The Results
The partnership between the major utility provider and TSI bore fruit with remarkable outcomes:
- Collections were meticulously managed, imbued with a personalized touch reflecting the utility provider’s commitment to exceptional customer satisfaction.
- Adaptability to seasonal volume fluctuations ensured uninterrupted and consistent customer service.
- Compliance with regulations and standards was upheld without compromise.
- Customers were educated and empowered through information on energy assistance programs, highlighting the utility provider’s dedication to community support.
- The utility provider’s reputation for respectful and professional customer interactions was further solidified, strengthening customer relations.
In conclusion, the Major Utility Provider’s alliance with TSI exemplifies the transformative power of collaboration and innovation in the utility sector. By selecting a partner enriched with expertise, adaptability, and a shared commitment to excellence, the utility provider not only conquered the challenges of active collections but also elevated customer experiences, establishing new benchmarks in the industry. This success story underscores the remarkable potential of strategic partnerships in the world of utilities, truly energizing customer relations.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
