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Utilities

Power-up your customer experience game

Boost operational agility and efficiency with digital-first solutions
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Prioritize CX, stay ahead of the competition

The future of utilities is digital. New pressures in the form of tech-savvy customers demanding a seamless one-click experience, compliance challenges, and post-pandemic uncertainties call for solutions built on flexible operating models, redesigned CX strategies, and automation. Firstsource’s Digitally-Empowered Contact Centre (DECC) enables you to heighten CX at every level by fusing a distributed workforce with an omnichannel customer-engagement model, powered by Intelligent Automation (IA) and cloud-based platforms.

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Customer acquisition

According to McKinsey, personalized engagement can increase acquisition by 10%. Draw upon our customer intelligence platforms powered by AI, ML and analytics to tailor your CX and boost customer acquisition.

Billing Management

Modern consumers expect convenience, choice and control when managing their bills. Our omnichannel billing management services spanning billing cycle and usage queries, reminders, verification and collection, help you deliver to customer expectations for superior outcomes.

Crisis Management

Rethink customer engagement in trying times with proactive engagement strategies. Our multi-channel call management enable you to engage customers before they come to you during emergencies and outages.

Customer engagement & retention

Draw upon a powerful mix of automation, AI and voice of customer analytics to gain a deeper understanding of customer preferences and design contextual and tailored interactions.

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Industry views: Customer experience and the utility sector

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A 3-Step Approach to Harnessing the Richness of Voice Data

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Leading UK-based utility leverages outsourcing to transform sales performance

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