Our experience in the Utilities sector
The utilities sector provides essential services to its customers, these ranging from water to electricity. We have been serving this sector since 2001. Our team of multi-skilled agents provide call management services which includes overflow and after hours cover to many businesses within this busy sector. Through the following case study, we will highlight our ability to assist a business with in the utilities sector to provide excellent customer service.
Our Client in the Utilities Sector
Arema Connect have been working with this client since June 2005. Our client is one of Ireland’s largest waste management companies and supply over 150,000 customers, primarily in the Munster region of the country.The client has over 90 staff in three separate locations and host a fleet of 30 waste collection trucks. We were given the responsibility of providing the client with overflow, lunch cover and after hours call management service. This client benefits greatly from the services we provide to them, as it reduces stress on their in house team and allows them to keep their phone lines open 24/7 for their customers.
Our Contact Centre Services for this Client
For this particular client we provide call management services. Through this channel we support them to increase their customer satisfaction. Our ability to provide the client with receptionist cover greatly reduces training and recruitment costs. During peak periods we take overflow calls for the clients. Additionally, we take their calls during lunchtime to avoid a disruption of services for their customers. We provide the client with:
Overflow Answering Service
- Increases customer satisfaction due to a lower waiting times
- Reduces stress on the in house team
- Reduces the need to hire temporary staff
After Hours Answering Service
Customer Support Services
Customer Support Case Study Results
Arema Connect has been working in partnership with our client since 2001.The collaboration between our teams proves to be extremely successful due to open lines of communication and increased customer satisfaction on behalf of the client.