Fusion, one of the leading BPO services providers in the world, has announced that their Call Center Services For Energy and Utility Companies will now involve more human engagements. The company has undergone major rebranding efforts to transform its service offerings. It will now attempt to incorporate its motto, "Power of Human Connect," into its services for the Energy and Utility industry.
Fusion Aims To Blend Modern Digitalization With Human Elements
At a time when most Energy and Utility companies are making efforts to replace human labor-based services with completely digital solutions, Fusion will be making concentrated efforts to incorporate a blend of human elements and digital solutions into its Call Center Services For Energy and Utility Companies. In addition, through human engagements in its call center services, Fusion will aim to foster better relationships and trust between its clients and their customers.
There is an extensive discussion in the current Energy and Utility industry that human labor-based customer services outsourcing may not enjoy a shelf-life of more than another 5-10 years. Extensive digitalization of customer services across multiple online channels has forced customer support companies to digitalize their services in order to cater to constantly-evolving customer demands.
The complete digitalization of the modern world has completely revolutionized modern services and also forced the hand of customer support and BPO companies. They have now been made to look towards multi-channel solutions in order to cater to technology-driven millennials, which forms the majority of modern customers.
Key Challenges That Fusion Aims To Overcome
There are a number of potential challenges that could serve as stumbling blocks for Fusion in its current efforts. However, Fusion has been able to identify some of these challenges and made the necessary plans to counter these challenges. Some of these potential challenges include:
• The need for regular improvements in the quality of customer services
One of the biggest challenges in the Customer Services industry is the constantly-evolving customer expectations and demands. As a result, it often becomes difficult for call center service providers to meet the expectations while also staying loyal to the needs of their clients. Fusion aims to address this through quality customer interactions by meeting customer expectations while adhering to client guidelines.
• The urgent need for multi-lingual services
Most large Energy and Utility companies now have a global presence, servicing customers across international borders. With customers from differing demographics and diversified cultures, there is a need to update Call Center Services For Energy and Utility Companies to include solutions that can easily surpass language barriers. Fusion, with its global locations, aims to address this challenge by setting up local call centers to cater to the customers in their native languages while also offering customer support in English.
• The need to offer prompt services through minimal automation
Digitalization of customer services across multiple platforms allows contact centers to automate much of their customer support offerings. However, this also opens up the potential risk of deteriorating customer service quality. Hence, the ideal solution would be to find the perfect balance between human interactions and digital automation to uphold (and even surpass) industry standards for quality customer services. Fusion aims to coordinate between minimum digital solutions and quality human interactions to offer prompt and easy solutions to the customers of the Energy and Utility companies.
• The need to promote brand values
While digital solutions can offer prompt solutions, it is challenging to offer personalized services to customers through the automation of customer support functions. At the same time, the lack of customized solutions do very little to promote brand harmony among customers. Therefore, Fusion will conduct regular interactions between clients and the customer support executives to ensure that the latter has extreme clarity about the brand and can promote brand values through their services.
• The need to boost new sales and customer retention numbers
Automated digital correspondences contribute very little to lead generation or new sales. At the same time, their contribution towards fostering customer satisfaction also leaves a lot to be desired. As a result, Fusion will aim to model its Call Center Services For Energy and Utility Companies to promote customer satisfaction and boost customer retention numbers. At the same time, efforts will also be made to bring in new leads and ensure maximum conversions through an effective blend of digital solutions and human contact.
While complete digitalization of services may look promising for the customer support industry, the importance of human engagements in the industry cannot be ignored. Fusion, by virtue of its new brand identity, aims to incorporate the best aspects of both segments to offer the best customer support through its Call Center Services For Energy and Utility Companies. This way, Fusion aims to empower Energy and Utility companies to be able to offer top-notch services to their customers.
About Fusion: Established in 2004, Fusion is one of the leading BPO companies in the global scene. With 22+ centers in 10 countries across the globe employing more than 10,000 professionals, Fusion offers end-to-end multi-channel contact center solutions in over 40 languages. Fusion caters to the myriad outsourcing needs of reputed brands, startups, and SMEs (Small & Medium Enterprises).
For more information, visit: https://www.fusionbposervices.com or send an email to [email protected]