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UTILITIES SUCCESS STORY
For a utility faced with sinking customer satisfaction levels and rising past-due receivables, OSI quickly tackled satisfaction levels with two new inbound call centers. An added outbound recovery call program contributed to significant reductions in aging accounts and active arrears.
Situation
When a large utility company experienced difficulties implementing a new Customer Information System (CIS), customer satisfaction levels sank and past-due receivables rose sharply. To relieve mounting pressure on its customer service centers, the utility company turned to OSI.
Solution
OSI assumed primary responsibility for the servicing of receivables customers and put the project on “super fast track” status. Within weeks, OSI established two call center locations dedicated to relieving immediate inbound call pressure.
Key achievements:
- Quickly establishing data and voice connectivity with the client
- Staffing the new call centers with utility industry experts
- Deploying desktop software and integrating it with the client’s corporate systems
In addition, OSI designed the centers to support an outbound recovery call program, because our industry experience indicated that an outbound call program would not only reduce past-due amounts, but would also decrease the volume of inbound customer calls.
Results
OSI’s rapid response and industry expertise allowed our client to achieve impressive results:
- Reduced early-stage delinquencies to levels below what they were prior to implementing CIS
- Cut the number of accounts aging through each delinquency stage by more than 25 percent
- Drove down active arrears by more than $24 million for the year
- Cut the number of customers with past-due balances by more than 50,000
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