Sales services for Utilities
The CPL CONCORDIA Contact Centre offers a commercial service to Utilities managing Inbound and Outbound calls, user readings and back office activities.
Furthermore, the service assures the guaranteed registration of the call as required by the resolutions regarding Utilities.
The Contact Centre is integrated with the CPL billing software and is accessible via web, also allowing the generation of exportable statistical reports, even in Excel format:
- list of telephone calls with selected IVR detail;
- service accessibility (SA);
- average waiting time (AWT);
- service level (SL).
Service opportunities
The dedicated toll-free number can be customised according to customer needs, both in terms of call centre and personalised messages and in terms of service hours.
The Inbound service is able to manage all types of contacts like voice calls, e-mails, text messages, faxes, web requests and chats, including the storage of an audio file containing the call between operator and user for the purpose of improving the service.
The service includes promotional campaigns aimed at prospects and sales campaigns targeting customers. It is also possible to activate the user reading service by automated toll-free number, via text message or via web.
The sales Contact Centre service can provide all BackOffice activities designed to facilitate the management of contracts and promotions according to the Customer’s strategic choices.
The Outbound service allows the signing of contracts with voice recording, surveys, reminders and call-back-for-feedback.
Know-How and Expertise
The dedicated staff is specialised, internally coordinated and trained in sales with the aim of providing information and telephone consulting on all offers and services of the Customer.
The operators have a strong motivation, service orientation and strong interpersonal and communication skills.
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