Utilities Customer Support Center Answering Services

The Vendor is required to provide utilities customer support center answering services.
- Basic
• 24/7/365 Coverage: Continuous availability for customer support, including holidays and emergency situations after business hours and as needed during high call periods.
• Inbound Call Management: Handling customer queries related to Utility Service Issues.
• Emergency Dispatch: Specific procedures for dispatching field technicians to urgent situations.
• Multi-Channel Communication: Support via voice call and/or live chat/web interfaces/email.
• Compliance: Adherence to industry standards and regulations (e.g., data privacy, security).
- Currently contracts answering services to meet this need and is entertaining the potential for more robust call center services to supplement current staffing and improve customer service.
- Key Performance Indicators (KPIs): Ability to provide metrics, call monitoring, quality assurance audits, and/or reports related to service level standards.
- Major Event (Preferred) (High Call Volume)
• 24/7/365 Coverage: Continuous availability for customer support, including holidays and emergency situations after business hours and as needed during high call periods.
• Inbound Call Management: Handling customer queries related to Utility Service Issues.
• Emergency Dispatch: Specific procedures for dispatching field technicians to urgent situations.
• Multi-Channel Communication: Support via voice call and/or live chat/web interfaces/email.
- Technology & System Integration
• IVR & Voice Recognition: Implementation of interactive voice response (IVR) for automated, efficient routing.
• CRM Integration: Integration with the utility company's internal customer relationship management (CRM) software for real-time data access.
• SCADA Integration: Integration with the utility company's Supervisor Control and Data Acquisition software for monitoring and dispatch.
- Project Management & Reporting
• Reporting Requirements: Periodic reports on call volume, performance metrics, and customer satisfaction preferred.
• Training & Onboarding: Requirements for vendor staff training on utility-specific terminology and systems.
• Escalation Protocol: A clearly defined process for handling complex, high-priority, or dissatisfied customers.
- Incident notification – The vendor will notify the city in writing within 48 hours of any occurrence that actually or potentially jeopardizes the confidentiality, integrity, or availability of any customer information system or the information the system processes, stores, or transmits or that constitutes a violation or imminent threat of violation of security policies, security procedures, or acceptable use policies.