Utility Call Center BPO

CMS provides utility companies with call center outsourcing and BPO solutions that allow them to focus on core operations while maintaining a superior level of customer service.

Reduce outage time and protect your customers

Utility failure or service outage can result in thousands of homes and businesses being without crucial services (water, electricity, etc.) and cause the public to face hazardous conditions. When this happens your customers need a reliable way to reach your technicians immediately to report a problem.

CMS provides call center staff 24/7/365 for these situations. Our highly trained agents are ready to respond so each urgent issue is handled in the shortest time frame possible. Customized scripting will assure that every emergency and priority call needing attention is addressed quickly. An after-hours escalation process will be developed to make certain the resolution of issues is not delayed. Non-emergency calls can hold for the next business day if you choose.

In addition, when your customers call, CMS can notify them of a time they can expect services to resume, via a recorded message or live telephone agent.

Accept payments 24/7

A payment hotline allows CMS to process payments anytime through a web portal or e-commerce site, and is especially helpful near the end of a billing cycle or payday. Specific scripting can be implemented in order to handle shut off and past due customers.

Other customized services include:

Emergency Service

Even though your office is closed, customers may still encounter an urgent issue that needs your immediate attention. Meet their needs by providing after-hours emergency answering service through CMS. Urgent messages can be immediately text messaged, paged, emailed or directly called to your on-call so your customers' needs are handled in the shortest possible time frame.

Virtual Receptionist Service

In this highly competitive marketplace, it's vital that your callers reach a live person quickly. Our virtual receptionist service provides you with multiple call center operators to help all of your callers simultaneously.

Customer Service

Customer retention is vital to your company's longevity. It is more cost effective to retain current customers than to acquire new ones. You can increase customer satisfaction by providing a 24/7 live telephone answering service, all without drastically increasing your payroll and operating costs.

Appointment Scheduling

Give your customers the ability to conveniently schedule 24/7. Your customers have busy lives as do you. Give them great customer service by allowing them to schedule any time they want. CMS can integrate with your calendar schedule system or completely customize our interactive online scheduling system.

Call Off Lines

The CMS Call-Off Line allows your organization to track and record each employee call off through one central location. CMS can instantly inform any and all critical personnel for each call-off including supervisors, managers, payroll, and HR. Instant notification keeps everyone up-to-date on who should be at work and helps prevent downtime or work stoppage by giving management enough time to rearrange staff or bring in a replacement.

Available when you need us most

Weather emergencies and disasters that cause an interruption in communication with customers or on-site staff can be extremely costly. If you lose your power or telephone system, have a sick employee, are short office staff, or experience a weather emergency or natural disaster, we will be available. CMS's secure Midwest location has back-up power and telephony.