Based on the strength of that initial engagement, TSI has been a partner for this utility offering various services and programs services since 2006. The relationship is characterized by strong collaboration, and their trust in us to deliver added value through innovative technology, deep industry knowledge, and continual process improvements.

The breadth of financial care and back-office services that TSI provides has grown to currently include:

• First party collections services
• Resolution of address disputes
• Fraud prevention
• IVR-based outbound past due notification calls
• Customer assistance including:
• 72-hour notification of service shut-off
• Processing reinstatement of service
• Explaining low-income discount programs
• Ensuring winter service due to seasonal grace periods
• Daily review of termination list prior to processing

As a public utility, the utility encountered intense regulatory oversight. To improve efficiency and reduce handling times, TSI introduced the Systems Integrator tool, which consolidates data into a single interface, eliminating the use of multiple screens. This innovation led to a 30-40 second reduction in handling times and a decrease in regulatory complaints. we also created robust training programs for regulatory compliance, integrated into both agent training and the utilities internal programs.

Further, in response to a request for additional measurable improvements, TSI implemented at racking tool which analyzed repeat caller data to identify call drivers. The results drove several improvements initiatives which enhanced the efficiencies of several operational processes, boosting first call resolution. TSI utilized call pattern analysis to assist our partner in refining its IVR system, enhancing self-service options, and using skills-based routing to direct calls to agents for optimal resolution. These improvements contributed to a $25 million increase in collections over a one-year period.

Our transparent communication, valuable business intelligence, and collaborative approach have assisted this utility through various internal management changes. We’ve addressed every challenge and request, reaffirming our commitment to being a strategic and relevant partner.

Understanding the critical nature of our client’s services, with potential life-or-death implications, TSI is committed to optimizing financial results while safeguarding our clients’ brands and maintaining public trust. Our operations employ proven methods that prioritize respectful and dignified treatment of every customer.