Call Center Services
You’re busy every single day. The person next to you is just as busy. You probably don’t have enough time to handle everything on your to-do list, much less the little unexpected things that come up. You definitely don’t have time to spend on the phone, and that’s where our call center services come in. We handle your key communications so you can concentrate on your core business. It’s like adding staff without actually adding staff.
Here’s what CallNet can do.
Incident Call Handling
Sometimes the power goes out, sometimes the pipe breaks, no matter how many precautions you take to prevent it. It’s not pleasant to think about but it’s simply the truth. So you need to be prepared to handle what comes next. Part of that is simply fixing the problem, but you know that you’ll get flooded with calls with every interruption, and you have to handle them. If you don’t have the ability to do it, you need help.
CallNet is a more cost-effective option than adding staff yourself. You only pay us when you use us, and you don’t have to pay salary and benefits for a full-time employee. And we have the staff and technology to make sure that even in the worst of times, your customers will be taken care of. You get:
- Custom scripts and processes
- A consistent process, no matter which agent answers the call
- Compassionate agents trained to handle emergency situations
- The expertise to read data as it comes in and understand an incident
Whether it’s a normal day or a major incident, there’s going to be a lot going on. Managing and dispatching your crews can be difficult in the best of times, so during an outage or a line break, you can find yourself looking for help. We provide you with comprehensive dispatching 24/7, and we give you exactly what you need for the level of incident you’re experiencing. We handle outage incidents, whether generated via your customer call, IVR, or web notification, and we dispatch crews accordingly. No matter the scope, we manage the event according to your standards and instructions. No delays, no crews left without anyone supporting them. Just smooth, efficient dispatching that solves your staffing problems like a charm.
It’s the 21st century, so we’ve gotten used to doing everything with technology. Paying bills has even become a mostly computerized activity. But it’s not that way for some, either by choice or circumstance. Our agents are approachable and compassionate, and can help customers:
- Check their balance and bill due date
- Pay their balance
- Make a payment arrangement
- Make reconnect payments
- Manage pre-paid accounts
Crew Safety Checks
Regular scheduled contact is important to help keep line crews safe. We run routine safety checks on dispatched crews on a regular basis. In fact, field crews have a direct line to a CallNet dispatcher – that means no waiting, no hold time, just a voice on the other end of the line. No matter what time it is, the crews we dispatch know they have safety in our support.
Since CallNet dispatchers know how utilities work you know the job will be done right. Our utility dispatchers are seasoned agents who have dispatched for years, and they know the utility industry. That means more than just a check-in – they’ll be able to read situations and help your crews deal with them. We also have mayday procedures in place so if there is a problem, help is on the way fast.
Daytime Rollover and Overflow
Even a “routine” day may not be routine. An important staff meeting requires your full attention. People need the day off. You could be understaffed for a day. It doesn’t take an outage situation for a utility to need help with incoming calls. Whatever the reason, CallNet will handle it. Any time during the day, you can hand us the reins, and we’ll take over until your meeting, vacation, or holiday is done.