Case Study: Utility Company achieves higher customer satisfaction with TTEC self-service IVR solution

A utility company transformed its customer service with a self-help solution

Utility Company partnered with TTEC to modernize an outdated, overtaxed phone system that was struggling to meet service level requirements and deliver a better customer experience. The utility needed a more efficient way to manage heavy call volumes, improve self-service options, and reduce long hold times and manual transfers.

TTEC implemented an intelligent IVR and call routing solution, informed by contact center associate input and best practices, to distribute calls across 14 service centers and a centralized contact center. The results were dramatic: issue resolution increased by 800%, the main menu was cut by 50 seconds, self-help rose from 5% to 45%, and the utility moved from the bottom quartile to the top quartile for customer service within one year.