client success story
Utility Gains Omni Channel Inbound and Admin Support with Callbox [CASE STUDY]

Utility Gains Omni-channel Inbound and Admin Support with Callbox

Rep Occupancy Rate
85%
Increase in Daily Case Resolution Rate
32%
Reduction in Average Case Handling Time
27%
Industry
Electric Power
Location
Philippines
Headquarters
Philippines
Campaign Type
Appointment Setting
Target Location
Philippines
Target Industries
Electric Power Distribution Company
Target Contacts
Power Distribution CEO

The Client

The Client is the sole electric power distribution company for one of the cities in the Central Philippines. Founded in the 1920s, the company primarily serves a metropolitan area consisting of more than 54,000 households and commercial establishments.

The Challenge

In 2013, the Client faced a number of business challenges that prompted a thorough review of the company’s internal processes. An increase in the frequency of power outages and multiple billing disputes caused a spike in consumer complaints. This, in turn, overstretched the company’s customer welfare desk, leading to long hold times and request backlogs.

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