Business Case for CSR Software Tools
Reduce high-bill escalations, lower call-center operating costs
A tool for customer service representatives (CSRs) in a consumer engagement platform:
- Allows CSRs to see what the consumer sees
- Lets them log reports
- Reduces escalations
- Drives down operating costs.
- Equips customers with the tools to self-serve
A utility serving about 6,000,000 accounts operated one of the largest utility call centers in the United States, with an entire team dedicated to high-bill investigations. To reduce the steep expenses associated with truck rolls for the in-field meter inspections, the call-center management staff used a CE platform to improve first-call resolution and decrease the number of calls diverted to the high-bill team.
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