Initial Setup and Deployment
Once the agreement is signed, how long till you can start taking our calls?
Depending upon the business requirements, the telecom connectivity and to what detail the organization would like to be integrated / level of services requesting of IUC; this time frame can be as short as two weeks or up to two months.
Do we have to subscribe to any particular software in order to have your services?
No, none required.
Are you able to take calls during the regular business day even though we only signed up after hours in the event of an emergency since you are already connected to us?
Yes; however if you are not already subscribed to that service plan, it may require an additional service fee.
Are you compliant so that you are able to handle Gas calls?
Yes; we are associated with APGA and GMGA. All required processes are in place to support Gas call types. All plans available to clients for file.
Do you document each call taken? Able to provide that documentation?
Yes; all calls are documented by way of in-house data capture application as well as all calls are recorded. Both can be provided at client request.
Call Process
Are you able to connect with other software applications?
Yes; our application is Sequel based and utilizes web services to interface.
After you complete a call, how soon after do we receive a record of the call?
Within 2-3 minutes after a call has been completed.
Are the tickets submitted real time or do you send in batches in the AM?
The process of loading a file of your customer base; address, services they subscribe to, meter number, and phone (optional) are available to the CSR when inputting the service address with receipt of call. If the system does not locate a matching address with service being provided, the system will notify the CSR that the address is not valid.
How will you know a person calling is a customer of ours and not another neighboring utility?
The process of loading a file of your customer base; address, services they subscribe to, meter number, and phone (optional) are available to the CSR when inputting the service address with receipt of call. If the system does not locate a matching address with service being provided, the system will notify the CSR that the address is not valid.
Do you provide automated services in addition to live answer?
Yes; upon receiving your customer’s call, they are given the choice of live agent or automated process.
Do you follow up with the customer after they call to report their issue?
Yes; the safety of the customer and crew members are our first priority. Once we have contacted and dispatched the crew, we call the customer back to update the status of the request.
Do you do Customer Service call types? (I.e. take payment and do payment arrangements.)
Yes; we have the ability to support all call types with in the customer service model. Payment arrangements, Start, Stop & Move, Pre-Cut, Collections. If you do not see the call type you are interested in please contact us and we will be happy to discuss.
Are you able to handle calls with Automation? If so; how will we get those tickets?
The automated option is a choice for every customer; if they do select this option, the call is recorded, the wav file and transcription of the call is sent real time to the dispatch office and it is processed the same as a live call. A Service Request is processed and sent.
Are your calls recorded?
All calls are recorded, archived for 30 days.