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Telecom
CX Outsourcing for Energy & Public Sector
We build compliance-ready CX teams for utilities and government agencies, staffed before the surge hits, not after. Every program launches within 30 days, trained on your specific regulatory environment from the first call.
A Utility CX Practice You Can Verify
500%
scalability, built in before storm season or a benefits enrollment window ever hits your queue.
96%
of outcomes achieved across all KPIs. Utility boards and government agencies set the target, and we hit it during rate cases and enrollment surges alike, not only on an average day.
70%
of our work is highly complex, specialized work, from utility rate disputes to benefit eligibility reviews.
Storm season and tax season have nothing in common except the timing. Neither one checks a budget before it arrives, and both can double a queue overnight. A rate case ruling or a benefits enrollment window does the same thing to a different calendar. The vendor who staffed for an average day spends the next few weeks apologizing to your customers, or your constituents, for a wait nobody planned for.
The partners who get this right build the plan before the surge arrives. Agents train on your compliance rules from day one. We size workforce models for a 300 to 500 percent swing before anyone needs it. Real-time analytics catch the friction while it's still small, whether the trigger is a storm, a rate case, or an open enrollment period.
That's the same discipline we built across both verticals. A support system that only works on quiet days isn't one your board, or your regulator, can trust.
Trusted by Leading Brands
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Services
How We Support Every Utility and Citizen Interaction That Matters
From a billing dispute to a benefits application, every service here reflects what utilities and government agencies actually need when volume spikes and compliance can't slip.
Inbound Customer Care & Billing Support
Billing questions, payment plans, benefit status, and case updates all land in the same queue when a customer or a constituent needs an answer. Our agents are trained on your specific rate structures or program rules before their first live contact, because a billing dispute or an eligibility question handled poorly becomes a complaint filed somewhere far more public than your call log.
Seasonal & Surge Staffing
A storm, a rate case ruling, a moratorium lift, or an open enrollment window can each double your queue on its own, and sometimes they land together. We scale by 300 to 500 percent from day one, with agents pre-trained on your systems so volume finds someone who can help, not a hold queue.
Outbound Engagement & Enrollment Outreach
Welcome calls, conservation program sign-ups, benefit eligibility outreach, and wellness checks are the moments that shape trust before anyone has a complaint. Every outbound contact is held to the same quality bar as your most complex inbound call, because the agent doing a wellness check is just as accountable as the one resolving a dispute.
Revenue Recovery & Default Prevention
A past-due utility bill and an unpaid government debt both carry more regulatory weight than most outsourcing partners plan for. Our recovery teams work within the specific rules that govern each program, structured to recover what's owed without turning a payment conversation into the reason a customer, or a citizen, stops trusting the institution behind it.
Back Office & Regulatory Reporting
Meter data processing, account reconciliation, records management, and compliance reporting are the work that keeps a utility or an agency running behind the scenes. An error here becomes a billing correction, a complaint, or an audit finding, so we hold back-office work to the same accountability standard as a live customer call.
Awards & Recognitions
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Here's What Working With Us Looks Like in Practice
Consistent
The operations leader who stands up your program is, in most cases, the one still running it years later, with an average tenure of 10-plus years across our leadership. That continuity matters more here than in almost any other vertical, because institutional knowledge of your rate structures or your agency's escalation paths isn't something a new hire picks up in a quarter.
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Scalable
Storm season doesn't wait for a hiring cycle, and neither does a legislative deadline. We pre-build workforce capacity to flex 300 to 500 percent, with candidate pools and training modules staged before volume arrives, so the surge is a plan you already have rather than a scramble you're paying for.
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Compliant
Every program launches with a compliance framework built to the rules that actually govern it, whether that's a state public utility commission or a federal agency mandate, not a generic playbook stretched to fit. Agents are trained on that framework before they take a single call, and quality monitoring covers 80% of total call volume so gaps surface in real time.
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Knowledgeable
Most utility and government analytics still rely on sampling, a quarterly survey, or a percentage of calls reviewed after the fact. Insights iQ analyzes 100% of interactions to show what's actually driving repeat contacts, whether that's billing confusion or a stalled benefits application, before it becomes a pattern your leadership has to explain.
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What's Your Biggest Utility CX Challenge Right Now?
Tell us where the pressure is. Our team can show you how we've handled it before in either vertical.
Case Studies & Trends
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Every stage powered by AI — from first hire to higher performance.
Start with insights. Build toward outcomes. Scale what works.
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FAQ