Customer expectations are changing dramatically when it comes to utility telephone customer service. Customers want a strong, supportive experience, particularly considering that the telephone remains the primary channel for service. Failing to deliver on these expectations can have major consequences. In fact, ContactBabel research found the utility sector is losing £448 million every year in revenue due to customers switching…
Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…
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