Frequently Asked Questions
Please take a moment to review some of the frequently asked questions about Interactive Utility Communications. If you cannot find the information you need, do not hesitate to reach out to us. We would be pleased to schedule a consultation at your convenience to discuss your specific situation.
Initial Setup and Deployment
Once the agreement is signed, how long till you can start taking our calls?
Depending on the business requirements, telecom connectivity, and the level of integration and services requested for Interactive Utility Communications, this time frame can range from two weeks to two months.
Do we have to subscribe to any particular software in order to have your services?
No, none is 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 are available to clients for file.
Do you document each call taken? Are you able to provide that documentation?
Yes, all calls are documented via an in-house data-capture application and recorded. Both can be provided at the client’s request.
Call Process
Are you able to connect with other software applications?
Yes, our application is SQL-based and uses web services for interfacing.
After you complete a call, how soon after do we receive a recording of the call?
Within two to three minutes after a call has been completed.
Are the tickets submitted in real time, or do you send in batches in the morning?
The CSR can load a file of your customer base, including address, services they subscribe to, meter number, and phone (optional), when inputting the service address upon receipt of the call. If the system does not locate a matching address for the service being provided, it 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 CSR can load a file of your customer base, including address, services they subscribe to, meter number, and phone (optional), when inputting the service address upon receipt of the call. If the system does not locate a matching address for the service being provided, it will notify the CSR that the address is not valid.
Do you provide automated services in addition to live answers?
Yes, upon receiving your customer’s call, they are given the choice of a live agent or an automated process.
Do you follow up with the customer after they call to report their issue?
Yes, the safety of customers and crew members is our top priority. Once we have contacted and dispatched the crew, we call the customer back to update the request status.
Do you handle all call types, i.e., take payment and do payment arrangements?
Yes, we can support all call types within the customer service model—payment arrangements, start, stop, and move, pre-cut, and collections. If you do not see the call type you are interested in, please contact us, and we will be happy to discuss it.
Are you able to handle calls with automation? If so, how will we get those tickets?
The automated option is available to every customer; if they select it, the call is recorded, and the WAV file and call transcription are sent in real time to the dispatch office, where they are processed the same as a live call. A service request is processed and sent.
Are your calls recorded?
All calls are recorded and archived for 30 days.