How do we know what today's utility customers want? We’re on a first-name basis with about 10 million of them.
Utilities across North America have realized the value of an improved customer experience by outsourcing their customer operations to Vertex.
|Vertex offers a comprehensive range of BPO solutions|
Our utility outsourcing capabilities make it easy for utilities of all sizes and types offer an exceptional customer experience at reduced costs. Vertex runs 5 customer contact centers that serve more than 2.9 million consumers across 14 states in the U.S.
Our 350 agents and 425 total staff are dedicated to providing excellent front- and back-office services for 10 utilities every day. We offer a full stack of call center technology including telephony and IVR, call recording, workforce management, quality management, and speech analytics.
With multiple channels and jurisdictions, complex programs and increased consumer expectations, customer service has never been more challenging. Vertex’s specialized experience and core capabilities make it easier and more efficient for you and your customers to do business.
Bill Print, Presentment and Remittance
Vertex partners with industry-leading providers to offer a cost-effective suite of utility billing services, including branded bill print and presentment. We make it easy to capture, compose, personalize, generate and distribute bills, statements, invoices and letters–electronically or by mail. We also make it easier for your customers to pay with new channels and faster processing times. Our remittance solution portfolio helps you accept, integrate and deposit customer payments across multiple channels.
Web and Mobile Self-Service Optimization
Customers today expect to interact with their utilities across multiple channels. Our Web and Mobile Self Service platform lets your customers interact by their preferred means. We capture customer preferences for proactive communications on outages, service orders, sales and marketing, and credit and collections. These proactive communications reduce costs for incoming calls and increase customer satisfaction.
Customer Satisfaction and Quality Management
Vertex designs, measures, analyzes and continuously monitors customer satisfaction through direct and indirect customer interactions. Our quality management program monitors the compliance of all critical processes, and all channels of customer interaction, to ensure a consistently superior experience.