Utilities Customer Retention
Our utilities customer retention solutions focus on retaining your core customer base, minimizing churn, and reducing non-pay debt.
- Inbound payment arrangements and general billing assistance
- Strategic outreach for retention of active delinquent customers
- Omnichannel communication including talk, text, email, and webchat
- Multilingual support
- Onshore, nearshore, and blended staffing
Industry Leading Technology and Analytics
For your retention outreach campaigns The CMI Group deploys a dialing platform that is 100% TCPA-compliant. Our platform features a mix of human initiation and dialing technology that accelerates contact attempts, even to wireless numbers, while meeting strict interpretations of the TCPA. This cloud-based system also allows consent to be managed at the phone-number level within each account.
Most customers ignore post-call surveys, our speech analytics tool reveals customer sentiment scores in every interaction. Utilizing this tool our Quality Assurance team analyzes calls highlighting opportunities to coach and train our agents. These scorecard-based call quality review process ensures the best possible customer experience.
Engaging your customers in their preferred communication channel, our SMS texting solutions move the needle on your utility customer retention program. Leveraging human initiation to ensure TCPA-compliance our SMS payment reminders alert your customers to account issues and pending service disruptions. With our two-way SMS chat solution your customers are offered the convenience to text on their own time with our customer service agents -not bots- real life agents. Referencing pre-defined content tailored to be consistent with your branding we guide customers to initiate a payment via PCI-compliant form and resolve their account without a phone call.
The Competitive Edge: Our People
We know customer service is a must and our retention solutions balance the importance of account resolution with a positive experience. A key component in our success is the quality and experience of our customer support representatives. CMI is 100% employee owned and our front-line representatives share in CMI’s success as they tenure with the company and gain experience. This shared investment in CMI’s success creates greater pride in our services and encourages our collectors to strive for the best outcome on each call.
Our utilities customer retention solution can fit into your existing revenue recovery strategy. Our flexibility allows us to respond to your overflow needs during essential business and extended coverage hours.
If you are interested in learning more about our high-performance utilities customer retention program click below to connect with us: