AUTOMATED CUSTOMER SERVICE
Answers – Anytime
Calls are answered anytime day or night, weekday or weekend. When agents are available, calls can be transferred to them. When they’re busy or off duty, the dataVoice system can provide up-to-the-second, accurate answers to customer questions. When agents are on duty, callers always have the option to leave the automated system and speak with an agent. Build the customer service system that matches your requirements and procedures using any of these available modules:

• Caller ID is a fast, secure way to identify who is calling and quickly retrieve the customer record. Customers don’t have to dig through old bills to find account numbers or trudge outside to find a meter number. Agents don’t have to waste time looking through a name list or typing in addresses.
• Account Inquiry provides answers on current balances, payments, budget billing, or drafted accounts. With a real-time billing system interface (for almost all systems), information is immediately updated and available to callers.
  

  >>Hear an account inquiry call

• Extension Requests can be automated to meet your decision criteria – past payment history, account status and other decision factors are evaluated before making a decision.
• Meter Reading Entry slashes costs and speeds cash flow. Entries are weighed against account history and current conditions for reasonability through the billing system.
• Delinquent Account calling politely informs customers payments are past due. No more overtime for agents making evening calls. Always pleasant, never frustrated, the automated collection system calls during hours you specify. Call recipients can review account information during the call. Payment module (below) accepts online payment.
  

  >> Hear a collection call

• Credit/Debit card payments take the pressure off agents, eliminate “the check’s in the mail” excuse and improve cash flow. If a customer has been called by the automated collection system, the caller has the option to review account history and pay online with a credit or debit card.
• Priority account call handling uses caller ID or special identity to search a priority list. These calls bypass all calls on hold and route the call to an available agent, dispatcher or other designated employee. No more need for the “back line.”
• Critical Load Management lets contract users check day or night whether they should cut back usage to avoid increased charges. Detailed records are kept of users calls and load conditions at the time of the call.
• Service order inquiries that take up valuable agent time can be automated. Callers will hear the status and/or time service is to be performed.
• Call out lets customers know about planned outages, tree trimming and other activities that might affect their service. Forewarning eliminates many unnecessary customer calls.