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SPOTLIGHT

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Energy & Utilities 

Energy & Utility Executives want better customer experiences for their migrant customers which doesn't break the bank.

To accomplish this, they employ The Hello Co.

Energy & Utilities 
Energy_Utilities - Challenge
The problem clients face
 

The Challenge

Leaders in the energy and utility retail sectors are passionately committed to enhancing service experiences for migrant customers, all while striving to reduce service costs. Their vision is a seamless, first-contact resolution of issues, paired with an unwavering dedication to superior service quality.

Yet, they face significant hurdles: skill shortages, inadequate support from language service providers, and below-standard service performance stand in the way of achieving their ambitious goals. Additionally, the consistent yearly escalation in service costs—without noticeable improvements in service quality or business outcomes—presents a formidable challenge.

A prevalent concern among these leaders is the absence of viable alternatives to the conventional language service providers that currently dominate the market.

how we fix it
 

The Solution

Energy and Utility Retailer Executives choose The Hello Co. for our innovative approach to providing immediate language support exactly when it's needed, empowering their Customer Care teams to fully support their customers and achieve first contact resolution consistently.

We are committed to delivering a personalised and efficient experience for our clients and their customers, ensuring access to high-quality language support around the clock, every day of the year.

Energy - The Solution
Energy_Utilities - Result
outcomes we deliver
 

The Results

Our clients and their customers have enjoyed markedly reduced wait times for connections with interpreters fluent in 315 languages. This improvement has been accompanied by a notable decrease in call abandonment rates and an increase in positive feedback, a testament to our rigorous quality assurance program. Most significantly, our clients have realized substantial financial benefits.

For the brands listed below, each has experienced tangible, measurable advantages, including an 87% enhancement in connection speeds and a 55% reduction in operational costs.

 

Numbers that Sealed the Deal

15-2
16-3
17-1

21 seconds

Connect time to an interpreter

99.8%

All requests serviced on demand

55%

Savings on an annualised basis

customer success
 

Where We Work

We collaborate closely with a selection of Australia and New Zealand's most renowned brands, including these esteemed partners:

AGL-1
Contact Energy
Tango Energy
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Interested to learn how we can help?