Contact Babel - UK Contact Centre Verticals: Utilities

“UK Contact Centre Verticals: Utilities” looks at the structure, growth, technology, HR and commercial issues found in contact centres within the UK utilities sector, which includes electricity, gas and water providers.

The Utilities sector is comprised of businesses selling water, gas and electricity, as well as increasingly trying to market new services such as smart home technology, internet access and telephony to their customer base. While some incumbent utility companies have reported job losses and consolidation, the significant number of new players (both suppliers and aggregators, especially ‘green’ energy) have gone some way to balancing this. While service is a differentiator in utilities, most decisions are still driven by price.

As more utilities customers choose to service their accounts online, the nature of customer contact has changed.

This report includes:

• Market Sizing
• Technology
• Human Resources
• Operational Benchmarking