With a high degree of regulation and numerous urgent reasons a customer could get in touch, utilities is one of the hardest industries to get customer service right in with some of the highest stakes. With omnichannel being essential and your customer base spanning various age demographics and levels of vulnerability, planning requires a high degree of accuracy in ensuring service levels and quality are maintained.
Surfboards approach to utilities customer service
Ensure enough time is accounted for beyond just inbound conversations
We understand it's not just about picking up phones or responding to emails quickly. Surfers also need time to fix bills, call third party engineers or helping the product team prioritise automations to reduce the reasons customers have to get in touch. Surfboard will work with you to prioritise your hierarchy of channels, non-inbound tasks, and find time to get training and meetings scheduled so your team can have a balanced workday, diversity in their role and be well equipped to handle a wide range of customer service topics.
Agile forecasting that detects external drivers
Surfboard forecasting is built to take into account the variances you have across the day and provide the ability to tag outliers, such as unexpected spikes, so they can be included or excluded in future forecasts. We include marketing campaigns and other growth drivers in our forecast so your team is well equipped to meet the inflow that comes in as a result.
Fair scheduling to avoid burnout
Managing having the right number of people to match inflow and meet service levels but without making jobs mundane and repetitive is tricky to get right, but something at Surfboard we obsess over. We make sure the team has enough freedom to properly solve a customers problem ensuring high customer satisfaction and avoiding repeat contact. We want to make sure your customers have the support they need, when they need it, but we also know this can't be at the cost of burning out your team and preventing them from providing great service. We take your teams preferences into account and will schedule enough time for them to be trained, coached and take enough breaks, whilst ensuring the right number of people are in the right place to meet your inflow.
Performance metrics and retrospective analysis
Have a clear picture of how your service team is performing. Understand your service levels at different times in the day and let your team have more autonomy and visibility into their own performance. Give your managers the tools to be able to do their jobs effectively without spending time downloading cobbled together reports from different sources or needing to micromanage the team.