Transforming Customer Service for Utilities Providers Proactive Strategies to Manage On-time Service Disconnect Notices and Payments

Posted: Jan 27, 2024

Dealing with late payors and service disconnect accounts is an everyday concern for most utility companies. Your call center is often the front line for handling these delicate customer interactions. In addition to the bottom-line financial impact, these situations also impact both your call center traffic and the customer experience. This article aims to explore this challenge and propose two proactive and timely strategies to manage these, thereby enhancing customer service in the utilities sector.

What is an IVR Contact Center?

Posted: Jul 11, 2023

An IVR (Interactive Voice Response) Contact Center is one that utilizes an IVR system to handle incoming calls from customers. IVR systems within a contact center are designed to provide self-service options to callers and/or route calls to live agents.

What are IVR Payments?

Posted: Jul 11, 2023

IVR Payments, employs automated Interactive Voice Response technology to enable customers to make payments over the telephone.

IVR Payments – The Importance of Data Exchange with Your Business Systems

Posted: May 05, 2023

Explore how integrating IVR payments with your business systems can streamline operations, enhance data exchange, and improve customer experience. Discover best practices, security measures, and the benefits of seamless IVR integration for efficiency and growth

How to Optimize Your IVR Payment System for Customer Experience & Efficiency

Posted: Feb 05, 2023

This article delves into the strategies for refining IVR payment systems, aiming to elevate customer satisfaction and operational productivity. From intuitive design to leveraging cutting-edge technology, we explore how businesses can transform their IVR Payment systems into efficient, secure, and customer-friendly experiences

WhereIVRReallyDoesWork

Posted: Apr 14, 2022

For the past few years, IVR (Interactive Voice Response) has been getting a really bad wrap for mediocre implementation results, as organizations push the technology to the limit, on unfulfilled promises from vendors and, in efforts to cut costs from handling calls from customers.

FacilitiesManagement

Posted: Apr 13, 2022

For the past few years, IVR (Interactive Voice Response) has been getting a really bad wrap for mediocre implementation results, as organizations push the technology to the limit, on unfulfilled promises from vendors and, in efforts to cut costs from handling calls from customers.

Why Is Having an IVR Payment System Good for Business?

Posted: Jan 17, 2022

One of the many changes and challenges for businesses that have either arisen or accelerated as a result of conditions created by the ongoing pandemic is the consumer demand for more choice, flexibility, and convenience for how they interact with merchants and how they pay for goods and/or services.

IVR Payments 101

Posted: Nov 25, 2021

IVR Payments, also commonly known as Pay-By-Phone, employs automated Interactive Voice Response technology to enable customers to make payments over the telephone.

PCI As A Best Practice and how it can help You with Ransomware and Emerging Cyber threats

Posted: Sep 27, 2021

Ransomware attacks are in the news more than ever, with many high-profile organizations in both the public and private sector finding themselves the victims of serious security breaches that have resulted in catastrophic disruptions to operations, compromised customer data, and monumental financial losses, not to mention the resulting PR nightmares.

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Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance
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