Addressing Customer Service Challenges in the Retail Electric Sector
Client Background
In June of 2019, a start-up retail electricity provider based in Houston, Texas, partnered with our team at Westpark Communications to build their customer service operations. As part of the deregulated energy industry, the client faced unique challenges. Despite having an existing partnership with a nearshore call center, the client recognized the need for a more robust and localized solution to better serve their customers.
Client Challenges
The client’s operations were hindered by several key challenges that required immediate attention.
Handling Diverse Call Types
The client needed an efficient infrastructure to manage a wide variety of call types, including escalations, enrollments, inquiries, service transfers or cancellations, and Public Utility Commission of Texas (PUC) complaint mitigation.
Managing Language Barriers
The nearshore call center partner faced frequent complaints due to language barriers, affecting customer satisfaction and service quality.
Addressing The Lack of Standardized Processes
The client lacked solid processes, training plans, and standard operating procedures (SOPs), leading to inconsistencies in service delivery and staff performance.
Custom Solutions Delivered By Westpark
With the client’s issues, our team at Westpark provided tailored solutions that took into consideration the challenges our clients faced and our previous background in handling retail electric accounts.
Development of Processes and SOPs
Westpark leveraged its extensive experience with other retail energy clients to develop comprehensive processes, training plans, and SOPs for the client. This ensured a consistent approach to handling various call types and standardized employee training, leading to improved service delivery.
Integration with Billing Software
Westpark integrated the client’s main billing software, ESG, into its custom solutions. The seamless integration of the industry-standard practice allowed for more efficient handling of billing inquiries, enrollments, and other customer service tasks. This reduced the time spent on each call and improved overall customer satisfaction.
Strengthened Lead Qualification
Westpark supported the client’s lead qualification efforts by utilizing multiple channels, including social media ads and powertochoose.org. This targeted approach helped the client identify high-quality leads more effectively, leading to better conversion rates and optimized marketing spending.
Internal Communication System Incorporation
Westpark introduced an internal chat system that facilitated real-time communication of authorizations and other critical information between teams. This system improved response times for customer inquiries and ensured that all staff members were on the same page, reducing errors and enhancing customer service.
PUC Complaint Mitigation
To help the client avoid costly investigations by the Public Utility Commission of Texas, Westpark implemented proactive measures to mitigate PUC calls. This included training staff on regulatory compliance and ensuring that all customer complaints were resolved quickly and satisfactorily.
Results and Impact
Since partnering with Westpark Communications, the client has experienced significant improvements across various aspects of their operations.
Improved Lead Tracking
Westpark’s enhanced lead qualification strategies enabled the client to better track and convert leads from multiple channels, resulting in better customer acquisition rates. Since partnering with us, the client gained 64,431 more enrollments.
Efficient Call Handling
With streamlined communication systems and integrated billing software, the client was able to handle escalations, enrollments, inquiries, and other calls more efficiently. Through Westpark, a total of 34,298 inbound calls and 25,065 outbound calls between 2023 and 2024. This led to faster resolution times and increased customer satisfaction.
Westpark helped the client manage and clear over 350 customer inquiry emails in a single week, demonstrating the efficiency and scalability of their solutions. We have also helped respond to 15,926 customer care emails for the client.
Swift Emergency Response
During Hurricane Beryl, Westpark swiftly implemented emergency measures to ensure the continuation of services, providing reassurance and assistance to customers during a critical time.
Westpark’s proactive customer service measures helped reassure customers during transitions and errors, offering clear resolution timelines and reducing termination fees by correcting enrollment issues.
Data and Discrepancy Control
We used Marke Trak, an industry-standard platform, to help the client address usage disputes and missing or partial meter readings. We received and opened 532 disputes through the platform, addressing issues such as customer rescission, inadvertent gain/loss, and switch hold removal.
Conclusion
Westpark Communications has proven its capability to support retail electricity providers with tailored solutions that address industry-specific challenges. We have a robust infrastructure, standardized processes, and a deep understanding of the energy sector. Our team is equipped to deliver exceptional customer service, enhance lead management, and ensure regulatory compliance for clients in the retail electric industry.
