The combination of our experienced teams and established processes means our utilities clients are able to remove the risks associated with some of their major customer service tasks such as:
- Handling and categorising client based billing enquiries
- Identifying vulnerable customers and treating them appropriately
- Dealing with all complaints, including escalated and Director complaints
- Undertaking customer correspondence, including proactive mailing exercises, inbound mail processing, scanning and handling telephone calls.
Equiniti Hazell Carr was able to deploy in the region of 20 individuals, including an Operations Manager, Team Leaders and customer service agents on a peak-load project. Whilst on-site they worked hard to ensure productivity and performance levels were met, as more senior members of their team assisted with in-house process enhancement and re-engineering work.— Head of Contact Centres, Water Supplier
Equiniti Hazell Carr was able to swiftly deploy a large team of highly skilled individuals to support the clearance of outstanding complaints and escalation cases. They deployed the team in an extraordinarily short space of time and the individuals were all very well qualified, had the relevant experience and demonstrated a high level of professionalism.— Head of Escalations and Complaints, Energy Provider