Customer Service Outsourcing for Utilities
The CMI Group is the premier provider of customer service outsourcing for utilities. As a 35-year industry veteran, CMI is the right call center partner for electric, gas, and water utilities of any size. Our vast experience in contact center operations has provided not only valuable manpower support, but also deep insight into the design, implementation, and ongoing operations of outsourced customer care programs. With right-sized solutions delivering superior call quality, we protect your brand and win customer loyalty while seamlessly achieving material gains to your bottom line.
Relationships Matter
Our motto, “Relationships Matter,” is embodied in CMI’s dedication to building strong and collaborative partnerships with each of our clients. The CMI Group currently partners with numerous utility clients, including some of the largest in the country. We can support the full range of providers, including:
- Regulated Utility Companies
- Deregulated / Retail Utilities
- Municipalities
A Customer-Centric Approach
Today’s consumers expect utility companies to deliver the same experience excellence they have grown accustomed to with top-tier service providers. By framing the customer experience as the center focus,The CMI Group builds equity for your brand, boosts net promoter scores, and increases customer satisfaction ratings. Each of your customers will be connected to a live customer service agent, not an automated answering solution. Delivering white-glove service, our specialists support a variety of calls, including:
- New Service Orders
- Transfer of Service
- Payment Center / General Billing Inquiries
- Peak Time Billing/Savings Updates
- Credit / Deferred Payment Arrangements
- Energy Rebate Inquiries
- Stop Services
- Outages
Omnichannel Communication
The CMI Group has made a significant investment in our omnichannel communication suite. Our technology allows inbound/outbound communication via voice, email, SMS texting, and webchat. Our omnichannel suite positions us to meet the ever-changing channel preference desired by the customers we serve. We have also invested in specialized teams that manage these alternative channels and deliver expertise on maximizing productivity within the various products.
24/7 Live Customer Support
Utility companies must be available around the clock to support customers when emergency strikes. Whether a broken pipe or winter storm outage, CMI can be there for that inevitable phone call. Managing 24/7/365 service hours on your own can be a considerable undertaking. If your team is challenged with coverage during after-hours or on weekends and holidays, we can deliver the around-the-clock support they expect. With The CMI Group as your outsourcing partner, you give your customers unmatched convenience and reliability.
Bilingual
Utilities across the United States are servicing a rising number of customers who speak only Spanish or Spanish and limited English. Bilingual service allows customers to feel at ease while speaking to a representative in their native language about their needs or issues. The CMI Group can provide bilingual agents who speak fluently in Native English and Latin-American Spanish. CMI is headquartered in Texas, one of the largest bilingual communities in the country. With access to a deep pool of agents fluent in both English and Spanish, we can meet any demand for bilingual service.
Global Presence
With a global footprint, The CMI Group can deliver exceptional customer service from domestic US, nearshore, and offshore locations at a range of price points. We work closely with our clients to determine the best fit option for each of their outsourcing initiatives. Enhanced by leading edge technology and industry best practices, you can expect the same level of service excellence from each of our centers around the world.
Agent Training
Our customer service representatives undergo a comprehensive training curriculum during onboarding. In training, our service representatives learn about your services, mission, and goals as well as:
- Customer service skills
- System(s) and usage
- Calling guide materials including FAQs, website links, and call scripts
- Client-specific policies and procedures
- Quality expectations
After our service representatives have finished a training module, CMI’s trainers leverage our learning management platform’s knowledge retention features to reinforce key learning points. Each agent must successfully pass all quizzes, exams, and demonstrate proficiency on the phone before graduating the program ensuring they are well prepared to independently contribute.
Quality Assurance
Quality is paramount to any customer service program. Our Quality Assurance team continuously reviews agent performance and knowledge during their interactions. The performance of our service representatives is evaluated to the same high-level standards that you hold for your in-house team. CMI ensures world-class quality by:
- Conducting regular calibration calls with your team
- Following all policies and procedures closely
- Meeting and surpassing service performance expectations
CMI’s quality assurance team audits and scores calls to find specific coaching opportunities for individual agents. Calls are reviewed with agents to ensure proficiency, tone, verbal queues, and empathy are maximized. The QA team engages in roleplaying to continually sharpen the skills of our service representatives.
Speech Analytics
As part of the quality assurance program, we leverage an advanced speech analytics tool to perform scorecard-based call reviews. The tool uses Artificial Intelligence and Machine Learning to analyze every customer interaction and automatically uncover actionable intelligence without requesting surveys from customers. The quality assurance team uses the platform to find specific coaching opportunities for individual agents.
Data-Driven Insights
The CMI Group takes a data-driven approach to optimize our customer service programs. We collect and analyze call metrics, disposition patterns, scorecards, and customer feedback into a holistic view to drive improvement and innovation.
SLA Performance
CMI’s ability to meet and exceed KPIs and SLAs is a direct result of our comprehensive analysis of interaction arrival data. We evaluate historical volume, handle times, arrival patterns, and utilization data to build staff forecast models. Our highly skilled workforce management team monitors queues and key metrics in real-time to respond to volume swings and staffing needs.
Surveys
If you desire, we can perform Net Promoter Score (NPS) based surveys to uncover additional insights. The surveys can be delivered through our SMS texting platform to receive feedback conveniently from customers.
Let's Connect
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