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Utilities have traditionally been a relatively lagging and slow-moving industry. Currently however, deregulation is leading to commoditization of services, increased competition and intense pricing pressure. The key focus areas in this scenario are customer retention, quality of services and operational improvements.
HTMT Global works towards meeting the twin objectives of enhanced customer service levels and operational efficiency. Today, the company services the deregulated Energy & Utility market, handling After Hours Support and other enquiries related to Billing, Account Status, Information Requests, Outages, Switching, Non-Pay Disconnect etc.
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- Processing enrollment calls
- Handling disconnection, reconnection and termination accounts
- Account changes
- Supporting outage and emergency calls
- Handling online payment and providing payment arrangement
- Data entry services
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- Offers services ranging from data entry services to handling billing dispute and termination
- Service delivery spans over 600,000 calls handled annually
- Services are available in English and Spanish
- Specializes in designing new processes and in-house tools, such as:
- A Desk Reference, an online knowledge database that agents can use to access updates, policies and procedures.
- Team alignment sessions among Operations and support groups to discuss concerns that the program encountered, during the week.
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