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Electric PowerPhilippines Gated

Utility Gains Omni-channel Inbound and Admin Support with Callbox

A utility firm’s understaffed customer service desk offloaded part of its back-office process to Callbox. Callbox then provided a full-service solution that streamlined and enhanced many admin workflows, which the Client still benefits from today.

85%
Rep Occupancy Rate
32%
Increase in Daily Case Resolution Rate
27%
Reduction in Average Case Handling Time

Campaign Highlights

  • Provided back office and administrative support for utility customer service desk through phone, email, and chat
  • Streamlined key steps in customer service workflow through process management
  • Enabled seamless CRM integration and (later) migration to client’s internal system
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Campaign Details

  • Client Industry
    Electric Power
  • Client HQ
    Philippines
  • Client Location
    Philippines
  • Target Industry
    Electric Power Distribution Company
  • Target Location
    Philippines
  • Target Decision Maker
    Power Distribution CEO
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