ATLANTA, Nov. 14, 2002 — Energy utilities are looking in greater numbers to third-party providers to assist with collections, high-volume and other specialized call center needs, according to a new industry report by Chartwell Inc.
In fact, Chartwell estimates that, based on a just-concluded survey of 102 utility customer care executives and directors, some 30% of utility companies outsource at least some portion of their customer care operations. This number, which includes credit and collections, outage calls, bill printing and receivables, may even be higher than what the survey reveals, Chartwell researchers conclude in the just-released report, “The Market for Outsourced Customer Care Services in the Utility Industry.”
As utilities look to reduce costs and streamline operations, they are looking to outsourcers in greater numbers to handle the peaks and specialized activity surrounding customer service and call centers, according to the report. Anecdotal evidence suggests that more than one of every two utilities outsources some aspect of its customer service activity, the report shows.
Utilities, however, are not fulfilling the expectations many hoped for in outsourcing their entire customer service operations, at least not yet, the Chartwell report concludes. There are still numerous obstacles to cross before that full-fledged customer care outsourcing occurs in great numbers.
“The Market for Outsourced Customer Care Services in the Utility Industry,” which is part of the Chartwell CIS and Customer Service Research Series, is available and can be purchased and immediately downloaded at Chartwell’s new www.energylibrary.com Web site, which hosts all Chartwell’s research reports and utility industry periodicals.
Users can go to the site, register and find the customer service category link to purchase The Market for Outsourced Customer Care Services in the Utility Industry or view a free table of contents.
More information is also available on Chartwell’s corporate Web site, www.chartwellinc.com .
“The Market for Outsourced Customer Care Services in the Utility Industry” includes an analysis of the industry with graphs and four case studies on outsourcing activity at leading North American utility companies. CIS and Customer Service Series members get access to this report as well as other research reports, news issues and industry data throughout their year-long subscription period. For information on becoming a series member, please call Juli Collins at (404) 237-9099.
Source: Chartwell Inc.
