Nationwide Credit (NCI) first began outsourced inbound call handling services for the utility industry in 2007. This initial project design called for a 50 associate customer service group tasked with processing residential service initiation, transfers and customer cancellation orders for electricity and natural gas service for one of the largest utility providers in the United States. NCI’s success in managing the key operational performance indicators led our utility customer to request NCI’s assistance in additional call handling. We have now expanded our 50 associate footprint to over 300 associates handling the majority of this utility client’s customer service operation.
- Improved service quality
- Freedom to focus on core competencies
- Reduced costs