The Challenge
A leading gas utility company faced significant challenges in handling customer payments through their call center. Customers endured long handle times to reach an agent, leading to frustration and decreased satisfaction. Additionally, agents were manually processing payments over the phone, which was not only inefficient but also failed to meet PCI compliance standards. This created security risks and operational inefficiencies, negatively impacting both the customer experience (CX) and the company’s ability to scale its support operations effectively.
The utility company needed a solution that would streamline its payment process, ensure compliance, improve CX and free up agents to focus on more complex customer concerns. The goal was to enhance overall service quality while improving security and efficiency in payment handling.
The Solution
To address these challenges, the gas utility company implemented Aumtech’s AVVA Solution for voice and screen sharing capabilities. Aumtech automated the phone payment process, eliminating the need for live agents to handle sensitive payment information directly. This ensured full PCI compliance while significantly reducing average handle time and other call center inefficiencies.
The platform allowed customers to securely make payments over the phone in a more efficient and stream lined manner. Meanwhile, call center agents were able to shift their focus to resolving other complex billing inquiries and service requests that required human assistance.
Aumtech’s solution was integrated seamlessly with the company’s existing infrastructure, eliminating the need for costly system overhauls. Customers could now experience faster, more secure payment transactions without long handle times that had previously frustrated them.
The Customer Experience
With the implementation of Aumtech’s AVVA Solution, the utility company witnessed a significant transformation in its customer interactions. Customers could now make payments quickly and securely without waiting in long call queues and the process taking a long time to resolve. The solution using screen sharing and live human agent assistance ensured a smooth and hassle-free experience, reducing frustration and increasing satisfaction.
Agents also benefited from the improved process. Freed from the repetitive task of handling payment transactions, they were able to focus on more meaningful customer interactions, such as addressing service concerns, account management, and troubleshooting billing issues. This shift not only enhanced job satisfaction but also improved overall call center efficiency.
The Win
The implementation of Aumtech’s solution helped the gas utility company achieve its key objectives:
Increased agent productivity – By enhancing the payment process, agents were able to handle a greater volume of customer inquiries without being bogged down by transactional calls.
PCI compliance – The company fully adhered to industry security standards, mitigating risks associated with manual payment handling.
Improved CX and reduced handle times – Customers now had a seamless and secure way to make payments, leading to higher satisfaction and retention.
Aumtech’s solution provided a scalable and cost-effective approach, allowing the utility company to manage growing customer demands without increasing operational costs.
Results and Value
The results of implementing Aumtech’s payment processing solution were substantial:
- 20% increase in agent productivity
- 35% increase in CSAT (Customer Satisfaction Score)
By streamlining payment processing and optimizing agent workload, the gas utility company successfully transformed its customer engagement strategy, achieving greater efficiency, security, and customer satisfaction.