energy-utilities
The utility industry demands new customer service solutions.
Customer service is a top priority for utility companies that must comply to security standards and respond to modern consumer needs – or else lose customers to flexible and green alternatives
  • INDUSTRY STATS

    INDUSTRY STATS


    • Utility industry saw a 24% increase in outsourcing engagements in 2015

    • Millennials are 4 times as likely to contact an electric company if there is a service interruption than baby boomers

    • Over 50% of utility companies told an industry study they plan to increase social media investments to communicate with consumers

  • KNOAH RESULTS

    KNOAH RESULTS


    • Knoah has helped its clients maintain year-over-year J.D. Power & Associates Call Center Recognition for Outstanding Customer Service Experience 8 years in a row

  • OUR SERVICES

    OUR SERVICES


    • Tech Support

    • Customer Care

    • Billing, Retention, Collection

    • Online Engagement

    • Sales, Cross-Selling, Up-Selling

    • Customer Loyalty Management

    • Back office services

  • WE HELP YOU

    WE HELP YOU


    • Offer Multi-channel support solutions

    • Achieve better KPIs at lower cost

    • Reduce leakages with our proven operational processes

    • Engage customers with industry specific expertise

    • Reduce customer support costs with right engage solutions

Industry Overview – Energy Utilities

The utility industry demands new customer service solutions.

The utility industry demands new customer service solutions.

Customer service is a top priority for utility companies that must comply to security standards and respond to modern consumer needs – or else lose customers to flexible and green alternatives
The utility industry has to provide dependable service, but companies can’t rely on existing best practices. Energy and utility companies have been spending millions on computer systems, software and business design to reduce internal costs and create new revenue opportunities – not to mention exploring greener alternatives to traditional energy sources.

This particular industry slowly started to understand that customer care and information are among the most important functions they need to focus on – especially for modern audiences.  Younger consumers favor convenience, so they want services delivered in a timely and efficient manner, and they’ll speak up when things go wrong.  They also want information on affordable and eco-friendly utility options.

As more customers pay online or with credit cards, companies must prioritize consumer data security. It’s important all information used to perform financial transactions and record customer communications is secure or a company could face fines and other consequences.

Today, more than any other industry, utility companies are looking to outsource their services. These investments grow as companies wish to stay competitive and satisfy industry regulations and current consumer demand.

  • Utility market estimated to grow from $4.63 billion to $11.73 billion between 2015 and 2020
  • Between 2007 and 2015, 27% of new electricity capacity came from wind power and the largest solar energy equipment installer in the U.S. doubled its business every year between 2010 and 2015
  • Localized power generation steals business away from large companies. A 5% penetration can cost large brands 4% to 9% in earnings
  • With a total of $913 million spending, the industry saw a 24% increase in outsourcing engagements in 2015
  • Millennials are 4 times as likely to contact an electric company if there is a service interruption than baby boomers

       *Source – Multiple Industry Reports and Online Resources

Businesses facing an increasing number of customer interactions and tighter federal scrutiny turn to new solutions to provide modern audiences with the service they expect and the security they need.

The utility industry will start outsourcing customer care to third parties to provide multichannel customer interaction services in multiple geographies, particularly 24/7 support for critical interactions and consistent data performance for compliance. It would be wise to find a partner with significant expertise in various intelligent automation technologies and outsource services like back-office processes, meter-to-cash, F&A and HR.

  • 42% of the global population owned a smartphone at the end of 2015 and businesses shift customer service departments to respond to increased SMS engagements
  • Over half (50%) of utility companies told an industry study they plan to increase social media investments to communicate with consumers
  • Millennials are more likely than baby boomers to voice satisfaction with utility companies that provide optimal care after service interruption
  • Millennials prefer innovative communication channels like live chat over phone, except when dealing with complex financial questions
  • Almost two-thirds (66%) of customers will pay more for services that are socially conscience, so energy companies should find ways to communicate commitment to smart energy use
  • Over 50% of data breaches are caused by employee error and system glitches

         *Source – Multiple Industry Reports and Online Resources

Technology and Product Innovations

With the incongruity of rate pressures, reliability and increased reporting requirements, utilities are taking a hard look at outsourcing.

Some of the major challenges facing the industry right now are cyber attacks and public perceptions on outsourcing. Some believe the practice has negative connotations, which results in increased scrutiny from customers looking for personalized service. Businesses in the industry need service partners that ensure total security and a high level of customer care which can win over skeptical consumers.

Knoah is recognized as a leading global provider of BPO and Contact Center Outsourcing Services by such bodies as International Association of Outsourcing Professionals (IAOP). We provide comparable services with the same outstanding results yet because of our size, we can offer more flexible, responsive interactions with our clients providing a much more effective partnership. As a leading provider of Business Process Outsourcing, we deliver customer-facing services that include voice, email, social media and chat support as well as non-customer facing services such as data/order entry and 3rd Party Agent QA services.

We’ve helped clients maintain year-over-year J.D. Power & Associates Call Center Recognition for Outstanding Customer Service Experience.

 

Industries We Serve

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We have gained capabilities and experience across a wide range of industries, while developing tenured relationships that span 8+ years with some of the world’s most respected brands.

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