Customer Helplines

Utility companies are generally well set up to answer enquires on issues associated with accounts and billing. But in niche market areas like business energy efficiency, they may need bespoke and specialist help.

FEC provides these services, with calls being answered on clients’ behalf through a digital exchange and routing service. All calls are logged on individually designed databases so enquires can be analysed. This provides a seamless interface with customers to the extent that they are unaware they have not been dealing directly with the parent organisation.

Case history – E.ON SME helpline

All utility companies selling into the SME marketplace have to provide energy efficiency services to their customers to comply with OFGEM licence conditions. Providing a quality service relies on the maintenance of good information, resources and having experts available on the line at all times ready to answer customer questions.

E.ON appointed FEC Services to carry out this work for them and are assured of a high quality, speedy and accurate service guaranteeing their compliance position at a cost lower than would be required for them to set up their own service.

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