Utilities Customer Care Center Answering Services

The Vendor is required to provide utilities customer care center answering services may include, but are not limited to, the following: answering electric, water and wastewater utility calls after normal business hours daily.
- Also answer calls during normal business hours for high volume call periods, such as utility outages.
- Requirement:
1. 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 live chat/web interfaces/email.
• Compliance: adherence to industry standards and regulations (e.g., data privacy, security).
2. Metrics, quality assurance, and reporting
• Key performance indicators (KPIs): ability to provide metrics, call monitoring, quality assurance audits, and reports related to service level standards.
3. 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 live chat/web interfaces/email.
4. Advanced services
• IVR and 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 supervisory control and data acquisition software for monitoring and dispatch.