Call Center Optimization

| Point de vue

Utility retail competition is about customer satisfaction, and not just retail prices

Europe is now starting to see the effect of the deregulated utility market. With competition on the increase and customer loyalty falling, switching activity by consumers is on the rise.

As we move towards fully competitive utility markets, utility prices will become more transparent and aligned. In such a scenario, prices are relatively less important as a competitive parameter, which stresses the importance of high customer satisfaction. In order to address the issues of improving customer satisfaction, utilities must consider performance-enhancing initiatives that deal with fundamental changes in the way a utility is run. This will require top-level management commitment and careful scoping and planning in order to effect the changes.

Read about Capgemini’s call center transformation approach in our Point of View ’Call center optimization’