4 Key Points In The Communications Of Energy Companies

The energy companies have specific needs in terms of communications both externally, with customers and suppliers, and internally, among the employees themselves. The companies in this sector receive hundreds of calls daily that must be attended and managed professionally. For this, it is essential that these companies have a solid telephony platform and a good technical infrastructure that can respond without problems to all the global communication of the organization.

There are 4 key points that energy companies should take into account in their communications:

1.- Free-toll numbers by regulation: Free-toll numbers are easy to remember national numbers, with the capacity to handle a large simultaneous volume of incoming calls, improving customer service and optimizing the performance of call centers.

Telephone numbers in the cloud allows energy companies to answer calls from any of their offices or customer service centers, offering the service of a top brand, both nationally and internationally.

2.- Recording of part of the calls: Many of the calls received daily by energy companies can be related to the contracting of new services or to the modification of the current conditions of the contract. By having information of a personal nature of their current and/or future clients, the files dealing with the recordings must comply with a series of conditions that guarantee the rights of the users and the real security of the information, that is, certain conditions of legality with respect to the user and guarantees that the data is safe (in compliance with the Data Protection Legislation).

Nowadays, there are different systems and applications to solve this need. Among them, cloud communication systems have become a simple and effective solution, since they facilitate the registration, storage, search and reproduction of all calls or those that each organization needs at any given time.

3.- Categorization of incidences: The queries or incidents that customers communicate daily to the agents of the call centers of the energy companies comprise a wide range of possibilities: breakdowns, supply cuts, billing errors, modification of the contracted rate, power or voltage level, among others.

To solve them in the most efficient way, there are solutions in the virtual agent services so that they can tag in a personalized way casuistry of the received or issued calls and thus have a tracking and control of the incidents associated with each call. Interactive voice response (IVR) software for incoming calls automation that includes technology and speech synthesis, also allows energy companies to automate the most common queries and reserve agents for those procedures that require personalized attention.

4.- Telemarketing actions: Energy companies must have professional tools for their call centers, both for agents and supervisors, which allow them to carry out and monitor telemarketing campaigns in which they offer their clients the latest news of its products and services.

Likewise, they must have an advanced IVR service that allows them to optimize complex processes such as the launching of customer satisfaction surveys to take advantage of the company’s business intelligence and use the information to improve their activity, the customer service, and satisfaction and experience of its users.

Innovative solutions in the cloud for the new ‘electric’

Innovative and different energy companies, which base their business philosophy on personalized attention, saving on electricity bills and commitment to the environment, have found in cloud-based smart telephony solutions an answer to meet their communication needs.

Thanks to cloud telephony solutions, energy companies such as HolaLuz have been able to unify the company’s call management and customer service channel in a single communication system with a single objective: to improve customer satisfaction and Offer an excellent user experience. And others like Watium offer the maximum telephone accessibility throughout the country to their customers, with a minimum waiting time of 21,000 calls per year from both customers and suppliers in the different headquarters of the energy company.