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Utility BPO Services: Optimize Operations and Improve Customer Experience

Tailored Utility BPO Solutions for Reliable and Scalable Support

Our Utility BPO Services are built to support energy, water, gas, and other essential service providers by delivering efficient customer care, billing support, outage response, and more. Whether you need help with account inquiries, payment processing, service activations, or emergency calls, our trained agents provide fast, professional, and reliable support. We help you maintain high customer satisfaction while reducing operational overhead.

  1. 24/7 Patient Support
  2. Cost Savings
  3. Multi-Channel Support
  4. Quick Onboarding
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Personal Information Updates

Our support team reaches out via call, email, or SMS to assist customers in updating their personal information, such as when they move to a new address or change contact details. We ensure all records are accurate and up to date to avoid service disruptions.

Appointment Management

We handle appointment scheduling, rescheduling, and cancellations for utility services (e.g., meter installations, maintenance checks). Customers receive confirmation and reminders through their preferred communication channel, ensuring a smooth and timely process.

Payment Reminders & Billing Support

Our agents follow up with customers who have missed or delayed payments, sending courteous reminders via call, SMS, or email. We also assist with billing inquiries, helping customers understand charges, payment options, and due dates.

Outage and Service Disruption Support

In the utilities sector, delays and outages can quickly lead to customer dissatisfaction or even safety concerns. We provide real-time support for reporting service interruptions, managing high-volume inquiries, and communicating restoration timelines.

By leveraging proactive planning, scalable support, and trained utility agents, we help your organization maintain excellent customer service, especially during seasonal spikes or unexpected events. Our solutions minimize downtime, improve response times, and keep your customers informed and satisfied.

Why Choose Us

Flexible and Scalable Support Infrastructure

  • Our cloud-based customer service systems are built to scale seamlessly with demand. Whether it’s a surge in calls during summer heatwaves or winter outages, our infrastructure remains reliable, ensuring uninterrupted, high-quality service during peak periods.

Smart Ticketing and Intelligent Routing

  • We use automated ticketing systems that instantly categorize and route issues—such as billing concerns, outages, or service interruptions—to the right teams. This minimizes response times, reduces backlogs, and ensures customers get fast, accurate support from the most qualified agents.

Customer Trust Through Expert, Empathetic Service

  • Utility-related issues range from simple billing questions to urgent situations like power failures or gas leaks. Our agents are extensively trained to handle every interaction with a balance of professionalism, empathy, and urgency, building lasting trust with every call, message, or chat.

Use Cases: Comprehensive Support for Your Business

Billing and Payment Issues

Billing and Payment Issues

Accurate, responsive assistance with billing concerns.

  1. Ask the customer to explain the issue (e.g., high bill, incorrect charges, missing payments).
  2. Collect essential account details: account number, service address, billing period, and payment method.
  3. Review payment history, usage data, and billing records.
  4. If an error is identified, submit a correction request and explain the resolution timeline.
  5. Confirm the action taken and send a summary via email or SMS.

Service Outage Reporting

Service Outage Reporting

Quick escalation and transparent communication during service interruptions.

  1. Request a description of the outage (e.g., power outage, no water, internet down).
  2. Collect location, account number, time of occurrence, and any visible issues.
  3. Check for existing outage reports or scheduled maintenance.
  4. If not yet reported, escalate to the field or dispatch team immediately.
  5. Provide the customer with estimated restoration times and offer updates via SMS or email.

New Service Installation

New Service Installation

Smooth and timely setup of new utility services.

  1. Confirm the type of service requested and the installation address.
  2. Gather details: property type, landlord permissions (if needed), and preferred schedule.
  3. Check availability and communicate requirements (e.g., permits, deposits).
  4. Schedule a technician visit and explain pre-installation steps (e.g., adult present, meter access).
  5. Follow up post-installation to ensure service activation and customer satisfaction.

Meter Reading Disputes

Meter Reading Disputes 


Efficient resolution of questionable or estimated meter readings.

  1. Ask for details about the issue (e.g., unusually high reading, estimated usage).
  2. Collect the meter serial number, recent customer reading, and account number.
  3. Review previous readings and confirm if the latest was manual or estimated.
  4. Guide the customer to submit a current meter photo if needed.
  5. File a re-read or correction request and explain the next steps and processing time.

Account Changes (Move-In, Move-Out, Transfers)

Account Changes (Move-In, Move-Out, Transfers)

Reliable handling of service transitions.

  1. Confirm whether the customer is starting, stopping, or transferring service.
  2. Gather relevant details: current account number, addresses, move-in/move-out dates.
  3. Verify identification or lease documents as needed.
  4. Schedule disconnection or reconnection and explain any applicable charges or deposits.
  5. Send confirmation along with important next steps or final billing details.

Payment Arrangement Requests

Payment Arrangement Requests

Supportive solutions for customers facing financial hardship.

  1. Discuss the need for a payment plan and reason (e.g., overdue balance, financial difficulty).
  2. Gather account number, outstanding balance, and preferred installment terms.
  3. Check eligibility based on company policy and account history.
  4. Set up the payment plan in the system and outline due dates and payment structure.
  5. Provide written confirmation and explain terms, including missed payment consequences.

Seamless Support Ticket Management Across All Channels

No matter the platform—email, chat, phone, or social media—our team ensures consistent, high-quality support for your customers. With a flexible, pay-as-you-go model, you only pay for the services you need while delivering reliable assistance across every channel.

Phone

Experienced agents with excellent phone etiquette and industry know-how deliver fast, effective resolutions.

Live Chat

Real-time support from trained agents who respond quickly and accurately, meeting customer expectations instantly.

Email

Thoughtful, well-crafted replies that reflect your brand’s voice and provide clear, helpful information.

Social media

Responsive, knowledgeable support delivered where your customers are already engaging — on social platforms.

Website

We manage reviews and follow-ups efficiently to protect your brand image and build trust.

Service Levels Overview

Level 1: Frontline Support (Basic Inquiries & Routine Tasks)

Handles general customer inquiries and common service requests, including:

  • Billing questions (e.g., due dates, amount due, payment confirmation)
  • Service status updates (e.g., planned outages, restoration timelines)
  • Basic account updates (e.g., change of phone number, mailing address)
  • Logging customer issues and routing them to the appropriate team if escalation is required

Level 2: Specialized Support (Technical Issues & Account Resolutions)

Assists with more complex customer needs such as: 

  • Resolving disputed bills or incorrect meter readings
  • Processing move-in/move-out service changes or service transfers
  • Verifying service eligibility and scheduling new installations
  • Troubleshooting issues related to usage anomalies, delayed service activations, or failed meter readings

Level 3: Executive Support (Critical Cases & High-Impact Escalations)

Manages sensitive or high-priority cases requiring immediate attention:

  • Emergency outage escalations or safety-related incidents (e.g., gas leaks, water main breaks, electrical hazards)
  • Assistance for VIP customers or large commercial accounts
  • Escalated disputes related to service failures, recurring billing errors, or compliance concerns
  • Coordination with regulatory teams, legal units, or executive leadership for urgent resolution

Our Sourcing Process: Tailored to Your Business Needs

At Nagog Innovation, we ensure that the talent we source seamlessly integrates into your team for optimal results. Here’s how our efficient process works:

Understanding Your Needs

We start by closely analyzing your specific business requirements, from customer support to specialized services, ensuring our solution aligns with your goals.

Sourcing the Right Talent

Using our extensive network and recruitment expertise, we find the best-fit candidates with the skills and experience needed to meet your demands.

Onboarding & Training

Our agents undergo tailored onboarding and training, learning your tools, processes, and brand tone to ensure they’re fully equipped from day one.

Seamless Integration

We integrate our agents smoothly into your team, ensuring no disruption. They work as an extension of your team, adapting quickly to your workflows.

Continuous Optimization

Regular performance checks, feedback, and ongoing training ensure that our agents continue to meet evolving needs, providing consistent excellence.

Dedicated Account Management

A dedicated success manager will be there to oversee the entire process, ensuring smooth operations, handling escalations, and providing regular updates.

Frequently Asked Questions (FAQ)

What Is a Utility Support Account?

A Utility Support Account is a centralized, shared profile used by trained service teams to manage customer support, technical issues, and account-related tasks on behalf of utility providers. It enables streamlined communication, efficient workflow management, and consistent service delivery.

What Services Does a Utility Support Account Provide?

A utility support account is equipped to handle a wide range of operational tasks, including:

  • Responding to customer inquiries via email, chat, or phone
  • Managing support tickets and case resolution
  • Assisting with billing, payments, and order updates
  • Providing basic troubleshooting and technical support
  • Escalating complex issues to specialized teams
  • Generating reports and sharing service updates

How Does It Improve the Customer Experience?

By allowing multiple agents to operate under a single, unified account, customers benefit from:

  • Faster response times
  • Consistent support across all interactions
  • 24/7 service availability
  • Seamless issue tracking and follow-up

This reduces wait times and ensures customers receive prompt, reliable assistance regardless of shift schedules.

Can Multiple Agents Use the Same Account Simultaneously?

Yes. With role-based access and task assignment tools in place, multiple agents can efficiently share the account while maintaining accountability. This setup supports high-volume operations and ensures continuous coverage.

Is Customer Data Secure in a Shared Utility Account?

Absolutely. Data privacy and security are maintained through:

  • Encrypted systems and secure access protocols
  • Defined user roles and permissions
  • Audit trails and activity logs to monitor all actions

Contact Information

You can reach us at:

(978) 712-8830
info@nagoginnovation.com
120 Hollis Street, Nashua, NH 03060.

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