When your customers need help, they need it quickly, and they want to be able to reach you in their preferred medium.
Our customer care center is a one-stop shop for customers to have all their needs met, in the way they prefer to communicate—phone, email, text, online chat. Wherever they are in the customer journey, our live, US-based customer care center staff can help. Located in the communities they serve, our customer care agents are experts in energy efficiency, demand response and other distributed resources programs and they have a view into all the data in NGAGE™ to be able to answer questions quickly and accurately.
Questions about demand response? We can handle that. Time to schedule a home energy audit? We’ve got you covered. Need installation support for products purchased in the marketplace? No problem. Whatever question or problem your customers have, we’ll solve it in the way that’s most convenient for them.
Our customer care representatives are experts in your programs. We require extensive and ongoing internal training in addition to BPI certification. That allows for a deeper level of service. Our expert representatives can do everything from scheduling a service to walking customers through DIY product installations.
When inbound requests are slow, our customer care representatives also provide outbound calling services to support program marketing campaigns and rebate processing services.
When additional processing support is needed, we’ve got you covered. Our experienced central processing team is at the ready to step in and resolve any application processing or enrollment request issues directly with the customer. This flex support ensures your customer’s payment times are fast, even during program launch and other peak times.
We’re a well-oiled machine. In fact, a leading national rebate aggregation company praised our team for being one of the fastest processors of utility rebates, while maintaining excellent accuracy and customer service.
When something goes wrong— or a demand response event is called—call demand soars. Similarly, marketing can provide a surge in call volume or online assistance requests.
We plan for all of that with a decentralized structure that increases reliability and security, while improving customer service. Our in-house customer care center is managed by an industry veteran and staffed with nearly 30 full-time customer care representatives, many of whom are bilingual, and a dozen more part-time representatives for swing capacity. Plus, we have an overflow call center at the ready for demand response control season management. It’s managed by a full-time Franklin Energy employee who works in the call center with a team of agents dedicated to our programs. That ensures consistency and adherence to our high standards across the board.
Our customer care center solutions deliver the help and support your customers need.