When your Peak Season comes around, you need a solution to efficiently ramp up to meet the increased call volume. Our proven BizMatch solution (that caters to Gas, Energy, and Water Utilities) is the answer. It is the perfect way for you to increase your customer service headcount without the hassle of hiring, turnover training, hardware and software acquisition, or unbalancing Union agreements. Our experienced, Utility-trained agents tap directly into your queue and access customer information in real time. Our leadership team will manage these resources according to your metrics. Our agents are trained in accordance to your training guidelines and we offer your supervisors the ability to perform QA monitoring. Our Operations team is accustomed to managing agents according to: schedule adherence, calls per hour, single call resolution, and average call duration. Utilities will appreciate that our agents can be screened and documented in accordance to the guidelines of the Pipeline & Hazardous Materials Safety Administration. Customers that are using Active TeleSource for BizMatch continue to place at the top of their category based on the results of a National Customer Satisfaction Survey firm.
92% of all customer interactions happen via telephone yet, 85% of consumers are dissatisfied with their phone experience