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It is impossible to survive in the modern world without utilities such as water, fuel or telecommunications. That’s why utility companies need to be responsive to customers, allowing them to get in touch quickly and easily to resolve queries or complaints.
Call centres are the main way in which people interact with utilities companies. Over three years ago Citizens Advice found that utility companies’ contact centres often performed poorly. Despite some improvements in the levels of customer satisfaction since then, a recent MORI survey shows that they continue to perform more poorly than contact centres in other sectors.
It is impossible to survive in the modern world without utilities such as water, fuel or telecommunications. That’s why utility companies need to be responsive to customers, allowing them to get in touch quickly and easily to resolve queries or complaints.
Call centres are the main way in which people interact with utilities companies. Over three years ago Citizens Advice found that utility companies’ contact centres often performed poorly. Despite some improvements in the levels of customer satisfaction since then, a recent MORI survey shows that they continue to perform more poorly than contact centres in other sectors.
