Solutions for Public Utilities
Public utilities deal with complex issues over the telephone nearly every
minute of every day. Growing call volumes and the need to improve customer
service standards have prompted many utilities to leverage call recording
technology within their operations. The ability to efficiently monitor,
evaluate and measure the performance of agents when dealing with customers
has become a key differentiator for many utilities. OAISYS call recording
and interaction management solutions work to ensure a positive outcome for
these phone-based interactions.
Utilities deploying OAISYS call recording and interaction management solutions can improve efficiency across multiple
business areas, including:
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Customer Service and Billing: Account inquiries must be handled professionally, quickly and accurately. OAISYS
call recording solutions help supervisors confirm that agents receive and relay the correct information,
such as account numbers, payment information and service-related issues.
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Personnel Development: Tracer’s live call monitoring, coaching, evaluating and reporting functionality,
provides utilities with a complete personnel communications development system.
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Dispatch Monitoring: Tracer’s VOX recording capabilities enables capture of dispatch centre telephone and
radio communications, providing a clear and complete history of what transpired in each call. Time-critical
calls, such as a service outage or emergency repair request, can quickly be played back to confirm vital
details.
- Regulatory Compliance: Utilities are faced with a myriad of regulations.
As a result, transactions and responses must be effectively documented
via call recording to ensure compliance, pass audits and help resolve
allegations of improper actions.
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Materials Ordering: From office supplies to tankers of fuel, utilities order significant quantities of
materials in order to sustain their operations. In the event of a dispute, a call detailing a specific
order can quickly be retrieved and highlighted to clarify or prove what was actually ordered.
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Agent Staffing Levels: Tracer’s reporting functionality enables identification of when and from where the
greatest volume of calls is occurring. Having a more complete understanding of call volume trends allows
management to allocate agent resources more efficiently.
OAISYS provides innovative, reliable and affordable call recording and interaction management solutions that help
public utilities more effectively manage their phone-based communications. Contact an Authorised OAISYS Reseller
today to find how our solutions can benefit your business.
