Product/Service

High Volume Call Answering

Source: Twenty First Century Communications
Energy (and more recently cable) services are important to everyday life. Any interruption in service triggers an
Energy (and more recently cable) services are important to everyday life. Any interruption in service triggers an avalanche of customer inquiries. A thundering mass of calls, a hundred times normal business operations, is not uncommon.

Traditional call centers are rarely equipped to respond to these calls in the timely manner which will satisfy both the customer and the utility. Twenty First Century Communications' (TFCC) High Volume Call Answering (HVCA) system brings the outage situation back under control.

HVCA provides reinforcement whenever call volume overwhelms your current system. On command, it takes on the job of handling calls in outage conditions such as thunderstorms, hurricanes, blizzards, tornadoes, and earthquakes. In addition, it will process routine fluctuations in call traffic by weekday or season.

TFCC's HVCA system is designed to meet the special communication needs of utilities and cable systems alike. It's goals are to:

Increase Customer Satisfaction. HVCA answers every call, reassures your customers, and informs them of expected service restoration times.

Minimize Downtime. Since all outage callers get through in the crucial first minutes, you can rapidly determine the outage "footprint" (the location and magnitude of outage conditions, likely location of faults and damage). Then you'll know what resources to commit to recovery and where to initiate repair efforts.

Control Costs. HVCA®'s modest cost and flexibility make it the telecommunications solution for companies serving as many as 4.4 million customers and as few as 12,000.

Insulate Call Centers. HVCA allows you to divert unexpected traffic away from your call center, and conduct business as usual even under the most extreme outage conditions.

Customer service begins when you answer the call. Nationwide, utilities report that using HVCA service has reduced overtime, increased customer satisfaction, and had a significant positive impact on local government relations. In fact, HVCA is universally accepted by state PUC's as an appropriate method to answer customer calls during outages.

Find out what HVCA will do for your business. Call TFCC today!

Twenty First Century Communications, 760 Northlawn Dr., Suite 200, Columbus, OH 43214. Tel: 614-442-1215; Fax: 614-442-1180.