What you’ll learn:
- How UPA’s utility call center supports meter exchange programs and customer communication
- How appointment scheduling, reminder calls and outbound communication support utility programs
- How UPA provides 24-hour, U.S.-based call center coverage
- How multilingual customer support helps utilities serve diverse communities
- How UPA can align call center workflows with a utility’s existing systems, processes and service requirements
UPA offers U.S.-based, enterprise-grade utility call center services 24 hours a day, 365 days a year. Built around the needs of utility programs, UPA’s call center provides customer care, appointment scheduling, outbound communications, multilingual support and other services that can be aligned with each utility’s processes and service requirements.
In a typical month, UPA’s call center handles approximately 20,000 inbound calls and 200,000 outbound calls, supporting utility programs across the country.
Meter exchange programs are one example of how these capabilities support utilities and their customers throughout a large-scale field initiative.
Supporting Customer Communication Throughout the Program
A meter exchange program involves more than field activity. It also requires consistent communication with customers before and during scheduled work.
UPA’s Customer Service Representatives (CSRs) can support customers with general customer care, answers to frequently asked questions, appointment scheduling and rescheduling, appointment reminder calls, outbound customer communication and escalation services when additional assistance is needed.
This gives customers a reliable point of contact for program-related questions while giving utilities a scalable way to support communication across a large service territory.
Appointment Scheduling and Outbound Support
Scheduling is an important part of keeping a meter exchange program organized.
UPA can support inbound scheduling requests, outbound appointment generation, and self-scheduling options. Reminder calls can also be incorporated into the program to help customers stay informed about upcoming appointments.
Programs can be configured with a local telephone number for outbound calls and a dedicated toll-free number for inbound calls. That toll-free number can also be included on door hangers and other customer-facing program materials, giving customers a clear way to reach the call center.
24-Hour, U.S.-Based Call Center Coverage
UPA’s primary call center operates in South Carolina, with overflow and redundant call center capabilities in Virginia.
Together, these operations provide 24-hour coverage and the capacity to support utility programs with different call volumes, schedules and service requirements.
UPA can structure call center programs to meet or exceed applicable industry standards as well as utility-specific service-level agreements, workflows and performance expectations.
All calls are recorded and dispositioned, providing documentation that can support program management, reporting and customer-service oversight.
Multilingual Customer Support
Utilities serve customers with a wide range of communication needs.
UPA provides English- and Spanish-speaking CSRs around the clock. Translation services are also available for more than 150 languages and dialects, allowing multilingual customer support to be incorporated directly into the program.
For large utility initiatives, that capability helps create a more consistent customer experience across diverse service areas.
Working Within the Utility’s Existing Operation
UPA’s call center can be configured around the systems and processes a utility already has in place.
Depending on the program, UPA teams can work within a utility’s existing technology and customer-service environment. Workflows, staffing, reporting and performance measures can also be aligned with client-specific SLAs, KPIs and operating requirements.
Where appropriate, programs can also support soft transfers between UPA and the utility’s own call center, helping maintain continuity when a customer needs assistance from another team.
Call Center Support With or Without UPA Field Services
UPA’s call center capabilities can support a broader UPA field program, but they can also operate independently.
A utility may need additional customer-service capacity, after-hours coverage, overflow support, outbound calling, or a dedicated team for a specific initiative. UPA can provide those resources while working alongside the utility’s existing staff and processes.
That flexibility allows each call center program to be built around the work the utility actually needs rather than around a single predefined service model.
A Consistent Customer Experience for Utility Programs
For meter exchange programs, customer communication and field execution work are aimed at the same goals: moving the program forward while providing customers with clear, professional support.
UPA’s utility-focused call center brings together scheduling, customer care, outbound communication, multilingual service, 24-hour coverage and program-specific workflows within one operation.
Whether UPA is supporting its own field teams or augmenting a utility’s existing customer-service operation, the focus is on providing professional, responsive customer care that represents the utility well throughout the program.
UPA offers U.S.-based, enterprise-grade utility call center services 24 hours a day, 365 days a year. To learn more about UPA’s call center capabilities, contact Utility Partners of America.
Frequently Asked Questions
What services does UPA’s utility call center provide?
UPA’s call center can provide general customer care, answers to frequently asked questions, appointment scheduling and rescheduling, appointment reminder calls, outbound calling, escalation services, after-hours coverage and other program-specific customer support.
Does UPA provide 24-hour utility call center coverage?
Yes. UPA provides call center coverage 24 hours a day, 365 days a year, with primary operations in South Carolina and overflow and redundant capabilities in Virginia.
Can UPA’s call center support meter exchange programs?
Yes. UPA can support meter exchange programs with appointment scheduling, customer questions, reminder calls, outbound communication and other customer-service functions tailored to the needs of the program.
Does UPA provide multilingual call center services?
Yes. English- and Spanish-speaking Customer Service Representatives are available around the clock, with translation services available for more than 150 additional languages and dialects.
Can UPA work within a utility’s existing systems and processes?
Yes. UPA can align call center workflows, staffing, reporting and performance measures with the utility’s existing processes, technology, SLAs and KPIs.
Can UPA provide call center support without providing field services?
Yes. UPA can supplement an existing utility customer-service team or provide dedicated support for a specific program, including inbound customer care, outbound calling, scheduling, overflow and after-hours services.
How are customer calls documented?
Calls can be recorded and dispositioned to support program documentation, reporting and customer-service management.
Can customers be transferred between UPA and a utility’s own call center?
Where a program is configured for it, UPA can support soft transfers between its call center and the utility’s customer-service team.
UPA supports gas, water, and electric utilities nationwide with the workforce, training, and field processes to execute large-scale meter and communication module replacement programs at scale and on schedule. Contact us to learn more about UPA’s meter services.
