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ATCO I-Tek provides reliable end-to-end customer care services in one of
the most complex industry structures in North America.
ATCO I-Tek's in-depth
knowledge of utility business processes and data
transactions, scalable services and experience in
regulated and deregulated energy markets provide a
significant benefit to retail, distribution and
integrated utility clients.
Call Centre
Prompt, friendly,
knowledgeable customer service is the key to
building and maintaining market share and increasing
market value. We have more than 300 customer care professionals in five distinct call centres dedicated to helping more
than 100,000 customers every month with answers to a
wide range of billing and general inquiries, service
requests and emergency calls.
ATCO I-Tek is committed to excellence in customer
service. In October 2007, for the second year in a
row, ATCO I-Tek's call centre was named the top
customer service provider in the North American
energy sector by Service Quality Measurement Group
Inc. Customers rated ATCO I-Tek's call centre #1 for
customer satisfaction.
Billing
- Bills are
consistently monitored for quality, unusual spikes
or lows in customer charges and bill presentation
- Priority customer
bills may be special-handled
- Billing options
provided for specific accounts, i.e. irrigation,
industrials, branch outlets
- Customer specific
messaging on bills and bill insert
capabilities
- Full bill print to
bill distribution capability (mail or electronic)
Payment Processing
- Processing
payments received by mail, financial
institutions,
telephone banking
- Payments are
posted to client accounts every three hours
- Payments are
deposited daily
- Stringent
financial controls and balancing checks done daily
Credit &
Collections
ATCO I-Tek's
in-bound and out-bound Credit & Collections call
centre answers customer credit questions and
works to collect payments from customers who
have fallen behind. It:
- Assesses
credit worthiness
- Tracks and
manages arrears
- Deals with
delinquent customers to optimize payment
through written notices and verbal
communications
- Analyzes
credit performance
- Handles
write-offs and bankruptcies
- Directs
disconnection and reconnection activities
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