Extraordinary Customer Engagement.
Customer Acquisition | Retention | Compliance
Engage with your customers in the most relevant, timely and efficient means with PCXCOM call centre technology.
Utilities such as; Water, Electricity, Gas, Telecommunications, Maintenance, and Energy companies gain the capabilities needed to develop sustained competitive advantage via the PCXCOM OmniChannel platform – an advanced, call centre communications platform. The OmniChannel platform not only facilitates dynamic customer and supplier engagement across multiple channels, it does so in an intuitive and integrated manner. Furthermore, the flexibility and agility of PCXCOM call centre technology equips Utilities companies with the capability to deal with the ebbs and flows of day to day business activities.
Customer Facing Engagement
PCXCOM call centre technology enables the coldface of the Utilities sector ie; Customer Service, Sales, Accounts, Service Support etc, to meet the challenges of constant change in a dynamic marketplace. Moreover, the OmniChannel communications platform provides companies with the capability to communicate with customers with relevance, and in a timely and accurate manner, across multiple channels, such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Web.
Inbound | Outbound | Fully Blended
PCXCOM call centre technology provides Utilities with capability to effectively manage high volume inbound, outbound and fully blended campaigns – and in addition, prioritise inbound calls and web enquiries. Likewise, agents can operate across multiple campaigns (inbound and/or outbound), with specific scripts, FAQ, skills-based routing and reporting. Moreover, skills-based routing directs customers to the most appropriate agents, based on individual and/or group skill levels of particular products, and/or ability to respond via different channels ie; Voice, SMS, web, email etc. Core components include; Automatic Call Distribution (ACD); Interactive Voice Response (IVR); Automated Speech Recognition (ASR); IP PBX; Call Recording; and Predictive Dialler.
Utilities gain capability to communicate with customers, with both relevance and immediacy via the OmniChannel platform, communicating across multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click-to-Call, IVR, Social Media and Website. Moreover, companies gain end-to-end transparency of the ‘customer journey’, and thereby build customer loyalty and satisfaction in the process. Likewise, the endless capabilities of the Omnichannel platform offers a more personalised approach across the different touchpoints of a ‘customer’s journey’ – whereby enhanced relationships ultimately have a positive effect on top-line and bottom-line performance.
Attend to sales opportunities ahead of your competitors, generate sales leads with vengeance, and drive high activity sales operations with PCXCOM systems. Moreover, develop quality engagement with potential customers as an imperative via the PCXCOM OmniChannel platform, communicating across multiple channels ie; Voice, SMS, Email, Voice Broadcasting, Web-Chat, Click to Call, IVR, Social Media and your website.
Outbound acquisition activities are best managed through the predictive dialler function of the PCXCOM call centre platform; used for high activity market saturation strategies, such as Solar Energy campaigns; or alternatively more targeted ‘customer retention’ campaigns – using the predictive dialler and the OmniChannel platform with greater finesse. Likewise, the OmniChannel platform caters for multi-conferencing, warm transfers, skills based routing, automated T&C’s, verbal agreement recording, and PCI DSS compliance credit card transactions.
Manage inbound sales leads in both a prompt and efficient manner – and across multiple channels. The OmniChannel platform facilitates leads generated from multiple sources such as; Voice, SMS, Email, Voice Broadcasting, Instant Messaging, Click-to-Call, IVR, Social Media and Websites. Likewise, in a fully blended environment, inbound leads from either calls or your website, can be prioritised over outbound prospecting to optimise sales opportunities ahead of your competitors.
Cross-Sell | Up-Sell
The Pareto Principle; 80/20 Rule, is none more apparent than in today’s highly competitive environment. Increasingly, companies are using PCXCOM call centre technology to efficiently make contact with their client base, in order to secure clientele and cross-sell or up-sell products and services.
Fill the diaries of your field sales staff with the Appointment Setting module – ideal for organisations such as Solar Energy companies that have face-to-face sales models. Often used in conjunction with the predictive dialler or inbound contact management ACD & IVR functions, the module is suitable for both small and large-scale operations.
The complexities of servicing Reseller operations is easily managed via PCXCOM call centre systems and your CRM. Interactions between Suppliers, Resellers and indeed Customers is facilitated with sophistication via the Reseller Module – which incorporates; multi-conferencing, warm transfers, skills based routing, automated T&C’s, verbal agreement recording, and PCI DSS compliance credit card transactions. The OmniChannel platform also caters for communication across multiple channels such as Voice, SMS, Web, Email etc.
Utility companies greater capacity to respond to customers with both relevance and immediacy via the OmniChannel communications platform. Moreover, organisations have the capability to gain end-to-end transparency of the ‘customer journey’, and thereby build customer loyalty and satisfaction in the process. Likewise, the enhanced functionality of the OmniChannel platform offers a more personalised approach across the different touchpoints of a ‘customer’s journey’ – whereby enhanced relationships ultimately have a positive effect on top-line and bottom-line performance.
Managing customer churn is particularly relevant for the Utilities sector. Both Preventative and Reactive strategies can be effectively managed via the multi-faceted OmniChannel platform. For instance, PCXCOM call centre technology is used to efficiently make contact with customers to secure clientele, cross-sell, up-sell, follow-up renewals, or solicit interest in new products.
Likewise, the ‘customer journey’ capability of the OmniChannel platform facilitates a dialog with relevance across multiple channels, as a means of developing quality engagement with customers. Secondly, churn notifications can be quickly responded to and adverted via the predictive dialler function and various communications channels such as; Voice, SMS and Email.
Service activation is made easier with PCXCOM call centre systems – facilitated by an end-to-end fulfillment process that is used in conjunction with your CRM.
Effectively communicate milestones and full-service activation from the time of order to its delivery. Moreover, communicate expected milestone delivery times in a timely and accurate manner via multiple channels; Voice, SMS, Email, Voice Broadcasts.
Advise technical staff / tradesmen of scheduled jobs and manage customer expectations with notification alerts activated via PCXCOM call centre systems. Typically SMS is used as the most effective communication medium.
Customer Satisfaction Surveys
PCXCOM call centre technology manages both straight forward customer surveys with only a few questions, or alternatively, comprehensive customer satisfaction surveys to ascertain customer satisfaction levels. Phoning into customer databases with the predictive dialler function makes this a highly efficient and effective process. Post-call surveys can also provide immediate feedback of customer service levels.
Reduce your Debtor Day KPI with the comprehensive functionality of PCXCOM call centre systems. Moreover, manage your Accounts Receivable (AR) process with greater efficiency and effectiveness. Core functions include; Predictive Dialler, Click-to-Dial, Call Recording, Call Monitoring, Scripts & FAQ, PCI DSS compliant Credit Card payments, and Payment Gateways with either your merchant bank or with companies such as Eway, Paypal and EziDebit.
Notify customers of service outages in their area via either SMS or Voice Broadcasting. Likewise, the predictive dialler function can be used to make direct phone calls with customers in a timely and efficient manner, and indeed in compliance comply with any SLA’s.
Optimise the performance of your website with PCXCOM functions such as; Click-to-Call, Web-Chat and Online Lead Priority. These enhanced communication channels are effectively managed via the OmniChannel platform, with agents in your call centre or office dealing with online enquiries as a priority, and hence ahead of your competitors.
Acknowledging that corporate governance compliance is business critical for the Utilities sector, the feature-set, and indeed flexibility of PCXCOM call centre systems enables organisations to meet the immediate and inevitable changing requirements in regard to government Acts and regulatory bodies such as ASIC and ACCC.
The QA screen enables your Quality Control team to screen random samples of calls to assess and score agent and group performance. Likewise, the ‘Post Call Survey’ function provides valuable feedback to the organisation from customers.
Notification services are generated through the OmniChannel platform as both on-premise and cloud-based services. The services are typically used for one of three applications; Reminders; Field Staff communication; and Emergency & Outage Alerts. Importantly, the OmniChannel platform is a robust, highly flexible and scalable platform that caters for high volume messaging with significant spikes.
Both SMS and Voice Broadcasting is available as communication channels, incorporating rapid response change management capabilities in order to activate messages with immediacy. Importantly, a complete audit trail of communications is a standard function.
Workforce Management (WFM)
Improve service levels and reduce staffing costs by closely matching staffing levels to workload with accurate forecasts, and intelligent real-time monitoring and reporting with Workforce Management (WFM) software. Likewise, increase the quality and speed of service, the efficiency of your staffing schedules and lower operational cost and reducing wage expenses. WFM has the following key functions; Rostering; Timesheets; Intraday; Scheduling; Workforce Performance; provides Download: Quality WFM
National & Global Operations
Call centre and PBX technology as onsite systems or cloud services can be configured as a single site or alternatively across multiple sites in Australia or around the globe; as either centralised or localised models. Likewise, agents can operate from home with full transparency of activity visible via the Supervisor screen. Outsourced Call Centres can also operate on the same PCXCOM platform as your own operation, and hence activity is readily available via the Supervisor screen. The ‘Presence’ function also provides absolute transparency of the status of staff across sites, and hence their availability.
Acknowledging the business critical nature of the utilities sector, Business Continuity and Disaster Recovery elements are incorporated in both PCXCOM Cloud services and on-premise system infrastructure. For instance, the PCXCOM cloud service is managed across multiple data centres in Australia, in addition to strategic global locations for our overseas clients. Data centres are N+1 facilities with UPS & Diesel Generator back-up, multiple telephony back-ups, Dual Power, Hot Swap Raid, Dual Networks, Multi Network Servers, Network Redundancy and Multi Site Access.
Operational Transparency – Quality Reporting
In both graphical and statistical displays, Supervisors and Management alike will have absolute transparency of Contact Centre operations via the Supervisor screen, Call Centre APP, and Wallboards;
- Real-Time & Historical Performance Management reports
- Real-Time & Historical Contact Centre Performance reports
- Call Recording & Live Call Monitoring
- Data Analytics
- Remote VPN & Smart Device access to Management Reports, Call Centre Reports and Call Recording & Live Call Monitoring
PCXCOM systems have four access levels of reporting;
- Senior Management | KPI Performance Screen &
- Contact Centre | Performance Management WallBoard Display
- Supervisor & Team Leader | Supervisor Screen – Performance Management, KPI & System Performance plus the PCXCOM Smart Device APP
- Agent | Self Performance
PCXCOM call centre systems and cloud services are compatible and can be integrated with any modern CRM software; including; Salesforce, Netsuite, Microsoft Dynamics, Sugar, ORO, ZOHO and others; via either an API or alternatively by ‘single click’ access.
Key Functions for the Utility Sector
What appeals most about PCXCOM systems is their reliability and agility to manage the multi-faceted and often complex environments of the insurance sector. Key functions include;
- Multi-site capability
- Predictive Dialler
- Inbound Call Management IVR & ACD
- Fully Blended Environments
- Call Recording & Monitoring
- Workforce Management (WFM)
- Payment Gateways
- CRM Software Integration
- OmniChannel Communications
- Integrated Messaging
- PCI DSS Compliance