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
Our team answers overflow calls on behalf of the client, assisting them during their peak periods. This greatly assists the client as it:
- Increases customer satisfaction due to a lower waiting times
- Reduces stress on the in house team
- Reduces the need to hire temporary staff
Our team answers the phone on behalf of the client. In turn, this greatly ensures that the client keeps a professional image at all times.We take the necessary information needed from the caller and log it in the clients Customer Relationship Management (CRM) software in line with the data protection regulation.
After Hours Answering Service
Our team answer the phone 24/7, 365 days a year on behalf of this client. This proves be extremely beneficial as it drives sales and overall increases customer satisfaction.Additionally it increases the volume of calls received by the client and eliminates the need for an answering machine.
During the clients in house teams holidays all calls are diverted to our lines. In turn, this greatly reduces the need for the client to hire temporary staff. Overall, this greatly reduces training and recruitment costs.
Customer Support Services
We can provide the clients customers with answers to general FAQs and any updates provided by the client. Our team can make any potential customers aware of the services provided by the client.
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.