Service agents use the Energy & Utilities Contact Center Console to verify callers and handle billing inquiries, service changes, location changes, meter reads, complaints, and account updates from one workspace.
Handle a Customer Call in Contact Center Console
A Contact Center Console session starts when a customer contacts your utility. First, use Identity Verification to search for and verify the caller. Then select an action in the console based on the customer's request.
Note Before agents use Contact Center Console in production, configure it. See Get Started with Energy & Utilities Contact Center Console.
The Contact Center Console tasks cover these customer requests:
- Learn the console layout and where each action lives.
- Verify the caller's identity and account before you make changes.
- Manage service requests, such as starting, stopping, or moving a service.
- Manage billing and payments, such as bill inquiries and payment arrangements.
- Manage customer accounts and contacts.
- Familiarize Yourself with the Contact Center Console User Interface
The Energy & Utilities Contact Center Console user interface gives you a 360-degree view of your customer. Learn how to use the interface to resolve customer issues quickly and efficiently. - Verify Customer Accounts in Contact Center Console
When a customer calls in about their energy account, verify the customer's account using the Identity Verification feature from the Energy & Utilities Contact Center Console. After you verify the customer's identity, you can help the customer with their questions. - Manage Service Requests for Energy & Utilities Customers
Assist your customers with meter readings, service changes, billing disputes, or when they change locations. Energy & Utilities Contact Center Console includes predefined workflows your agents can use to fulfill these service requests. - Manage Billing and Payments for Energy & Utilities Customers
Use Contact Center Console billing and payment business workflows to help your customers with their billing inquiries. - Manage Accounts for Energy & Utilities Customers
Service agents use Contact Center Console to add and update Energy & Utilities customer accounts and contacts, including billing, premises, and contact details.