Switching On a Better Customer Experience

Energy and Utility Solutions

© 2018 Alorica Inc. All rights reserved.

Similar to retail supplier choice legislation transforming deregulated markets, rapidly shifting customer preferences now require that utilities convert traditional call centers into contact centers, capable of supporting digital interactions.

The primary driver of customer satisfaction—rather than speed of answer or AHT—is rapidly transforming to ease communication through mobile devices including chat, text and click to call. Outsourcing expedites the access to cutting-edge technology, scalable capacity, training techniques and skilled customer care agents with digital experience.

Alorica’s flexible PCI-compliant technology, combined with omni-channel customer care capabilities, helps regulated utilities and non-regulated energy suppliers drive operational efficiency, adhere to regulatory requirements and deliver exceptional service to customers. We’ve been supporting utilities since 1972 and currently partner with 30+ industry clients, making us the most experienced utility workforce in the country.

So are you ready to power up the customer experience?

“We had all but given up on the market, and Alorica really opened our eyes with the quality of your recruits.”

- Manager of Outsourcing Solutions for a Retail Electric Power Distributor

ALORICA UTILITY QUICK FACTS• Alorica is an MBE for utility companies

looking to diversify spending

• We service 50% of the top 20 regulated electric and gas utilities, including Fortune 500 companies

• Residential and commercial expertise in both regulated and non-regulated markets

• PCI-compliant solutions that protect customer data and brand reputation

• Largest U.S. footprint supports steady-state business and quickly scales during outages and emergencies

• Data-driven insights that help enhance the customer experience and improve outcomes

• Bilingual agents available

• 24/7/365 omnichannel support through voice, IVR, web, email, mobile (SMS) and social media

• Available Alorica-at-Home agent pool of 5,000+ FTE

THE ALORICA ADVANTAGE

Innovative Ideation: Our specialized Customer Experience Transformation (CxT) team members dig into our clients’ operations to find process improvement opportunities and eliminate waste.By implementing IVR enhancements, scripting changes and system access/process limitations, one utility client saw a 6% reduction in call volume, a 3% increase in first call resolution and over $200K in annual cost savings in 2017 alone—and we’re on track to save them up to $1M with two dozen additional recommendations.

Digital Deflection: We’re always working on reducing calls and deflecting them to chat or social media, saving time and money for both customer and client. As we’ve learned from our millennial-heavy agent base: “Less talk. More action.”

Meter-to-Cash: From activating accounts to collecting payments—we successfully service the entire meter-to-cash cycle. With almost 100 locations in North America employing 50,000 people and 5,000 Alorica-at-Home agents, we’ve got meter-to-cash and outage requirements covered. And with decades of experience supporting financial services clients, our understanding of payment delivery cycles runs deep.

Weather Woes: Scorching summer heat waves or plunging winter temperatures often result in surging call volumes. Alorica’s highly efficient workforce management system assures utility clients that we’re equipped to handle spikes with ease—especially with access to Alorica-at-Home agents in every time zone.

Proprietary Payment Solutions: Alorica developed PayNow, a platform that delivers payment processing solutions through the web, mobile, IVR and IVR direct calls. One of our largest utility partners has reduced costs by 30% using PayNow automation and mobile solutions, resulting in $2.5M annual savings.

Compliance Adherence: We’re on top of every government-enforced rule, across the country and beyond. Our stringent principles keep our clients in good standing with all regulatory bodies and consumer protection agencies, preventing negative press and financial penalties.

Connected Home Products: Because using technologyto save money appeals to most everyone, we educate callers and often upsell ways for them to manage their energy-saving thermostats while they’re away from home.

Seamless Rebadging: For a major energy client who was looking to revitalize their internal contact center, we deployed Alorica management to their site, quickly rebadged more than 150 agents (as well as leaders whose average tenure was 15 years), and gained full control of the site operations and staff within two months.

Energy and Utility Solutions

© 2018 Alorica Inc. All rights reserved.

CLIENTS SERVED• Electric Power Companies

• Propane and Natural Gas Distributors

• Water and Sewer Utilities

• Solar Energy Providers

• HVAC Maintenance and Repair Providers

• Waste Management and Environmental Services Companies

Energy and Utility Solutions

© 2018 Alorica Inc. All rights reserved.

Acquisition and Activation• Regulated Markets

- Account Turn On/Off- Add or Change Service Address- Efficiency Program Enrollment- Seasonal Activations- Account Inquiries- Payments- Service Scheduling- Outage Support

• De-Regulated Markets- New Account Acquisition- Third-Party Verification (TPV)- Upsell/Cross-Sell Coverages- HVAC Protection Plans- Plumbing Protection- Duct Cleaning Service- Surge/Line Protection Plans- Customer Retention/

Saves/Winback

Account Receivables Management• Financial Solutions

- Inbound Payment Arrangements- Outbound Messaging:

Automated, IVM, Agent-based, SMS, Email

- Delinquency Reminder Calls- Broken Promise Calls- 72-Hour Shut-Off Notice Calls

• E-Payment Solutions- Web, IVR, Live Agents- One-Time and Recurring Payments- Debit, Credit, Check, ACH - eWallet, Mobile Payments- PCI and NACHA Compliant

MINI CASE STUDY: THE POWER OF THE PEOPLEWhen summer thunderstorms brought extreme weather to the Midwest, a large utility client contacted us to help support 1.4 million customers without electricity. Within minutes, we planned telephony programming requirements and facility needs. In less than two hours, 60% of active agents and supervisors began answering outage calls, working through the weekend and all through the following week. Overall, our team answered 5,300 outage calls, putting in a total of 500 extra hours to help support our client in need.

“I can’t say thank you enough for providing assistance on such short notice during the recent catastrophic weather event. At our peak, we had 1.4M customers out of power. Please pass our thanks along to those who gave up their family weekend time to help assist our customers.”

- Director of Customer Service for Large Utility Client

END-TO-END SUPPORT FOR ENERGY AND UTILITY CUSTOMERS

Back Office Services• Analysis and Management• Data Entry• Scanning• Web Chat • Quality Assurance • Problem Escalations• Application Processing • Email• Order Capture• White Mail

Customer Care and Support Services• Service Outages• Troubleshooting• Appointment Scheduling• Dispatching Field Techs• Billing Inquiry• Payment Arrangements• Support

- Protection Plans- C.O.D. and Pre-Pay- Smart Meter Program- Energy Efficiency Program- Customer Satisfaction

Measurement- Medical Certification- Customer Assistance Program

and LIHEAP

ALORICA IN ACTION: UTILITIES CLIENT SPOTLIGHTWhen a large energy company with nearly 2 million contacts per year sought to reduce transaction errors and handle times, Alorica’s Systems Integrator® consolidated 30 screens and automated multi-step processes with a simple a push of a button.

The Challenge• Agents accessing 30 screens and processing an average of 5 transactions per call• Inconsistent answers to customer inquiries• High handle times, human errors and callbacks

The Solution• Systems Integrator® consolidated data from 30 screens into a single console for the agent• Automated multiple transaction processing steps to single actions• Applied rules-based intelligent workflows, ensuring agents follow correct procedures and avoid any internal or external penalties• Integrated with Alorica’s Why Customers Call (WCC) tracking to analyze voice of the customer and call resolutions

The Results• Eliminated variation in account handling, with no deviation in resolutions• 99% reduction in errors for near-perfect process handling• 10% decrease in average handle times

CONCLUSIONFrom coast to coast and around the world, utility companies partner with Alorica to make every customer service interaction smooth and successful.

Energy and Utility Solutions

ABOUT ALORICAAt Alorica, we only do one thing—we make lives better. How? By creating insanely great experiences for customers— online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world-class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are—including utility, communications, travel, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call Orange County home, headquartered in Irvine, CA, with 100,000 employees in 140 locations across 16 countries around the globe.

866.ALORICA | sales@alorica.com | alorica.com © 2018 Alorica Inc. All rights reserved.

We’d love to share ways to empower your operation as well, so let’s connect today.