Energy & Utilities

A bright customer management solution.

Power-up your customer experience.

As the energy and utility sector becomes more competitive, customer-centric service emerges as a bigger priority. Our flexible PCI-compliant technology, combined with refined customer care capabilities help regulated utilities and deregulated energy suppliers drive operational efficiency, adhere to regulatory requirements and deliver exceptional service to customers.

Industry experience and insights.

  • We’ve been serving energy and utility clients since 1972
  • Alorica has more than 100 regulated and deregulated clients
  • We offer end-to-end support for residential and commercial customers, with both regulated utilities and deregulated energy suppliers

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PCI-compliant solutions that protect customer data and brand reputation

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Largest US footprint supports steady-state business and quickly scales during outages and emergencies

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Data-driven insights help enhance the customer experience and improve outcomes

Results you can measure.

  • Saved $1.8 million each year for a national energy company, thanks to self-service solution
  • Reduced average handle time by 30-seconds for a large public utility company
  • Increased up-sell conversion rates by 70% and achieved a 250% revenue lift for an energy client

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Putting the customer at the center of it all.

  • Self-service and web-based solutions empower customers to resolve issues and reduce contact volumes
  • Center of Analytical Excellence (CAE) uses data-driven insights to identify opportunities for workflow automation, reduce human error and improve quality and compliance
  • “Why Customers Call” (WCC) tracking tool analyzes repeat caller data to determine what drives escalated calls
  • Financial care services encompass first-party payment arrangements, early intervention and reminder calls, 72-hour shut-off notices, low income support and broken promise calls

When It All Comes Together

One of the nation’s leading producers and transporters of energy needed to improve customer satisfaction and reduce costs.

View Case Study
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of calls answered in 60 seconds or less
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lift in revenue for the client from increasing sales conversions of third-party upsells
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drop in transferred escalations just after six months

Actionable, innovative solutions that boost the bottom line.

When seeking strategic solutions to improve its operations and increase collection revenues, a combination utility provider needed a partner capable of optimizing the company’s financial results while protecting its brand.

40%

Increase in collections revenue as a result of various process improvements

40 second

Decrease in call handle times with Systems Integrator technology

$1.3m

Saved annually from Exceptions Processing automation

Let's get started.

Your business has unique customer management needs. See the difference a personalized solution can mean to your customer retention, satisfaction, and bottom line.