Call center turnover rates can be two or three times that of other industries, meaning a third to nearly half of your inbound and outbound call agents are in training. This can have an impact not only on your bottom line, but also consumer satisfaction. At HomeServe,...
At HomeServe we continually monitor major trends facing our energy utility partners and prospective partners. One category, Battery Electric Vehicles (BEV), is showing potential to greatly impact the energy sector. According to our analysis based on data from the...
Utilities put significant investment in energy efficiency programs, but only 40 percent of consumers participate in energy efficiency opportunities that would reduce their bill, even if they are struggling to pay their bills. Despite the sensibility of participating...
How do energy consumers view the utilities that serve them? They’ve had an opportunity to appreciate the essential service their utility provides and utility employees’ efforts to ensure access to reliable energy during the coronavirus crisis. Public perception of...
By 2025, Millennials will make up to 75 percent of the workforce, as the next largest generation, the Baby Boomers, retire in droves. This means their buying power will only increase in the next decade – Millennials are spending more than $65 billion each year and...
A few quick facts on homeowners and what they are looking for in an energy utility.
Call centers are generally viewed as revolving doors, with turnover rates of between 30 and 45% versus 15% for all other industries. The work can be difficult, high volume, high stress, and lower paying, so high turnover is understandable but also problematic. In...
With the energy industry in the midst of an evolution, utilities are more clearly understanding the need for transformation from a role of commodity supplier to “ratepayers” to a trusted advisor on a range of energy issues to a more and more sophisticated and...
Nearly one-third of households report that it is a strain to pay energy bills and that they often choose electricity over food or medical bills. Despite having to make these difficult decisions each month, only 40% of consumers participate fully in energy...
While utility customers are still looking for value for their energy dollar, today’s utilities must look beyond simply supplying a commodity in order to solidify customer relationships and increase satisfaction. Specifically, there is a growing percentage of new...
Mid-June on the East Coast typically marks the beginning of hotter summer weather, and this year it was no different for Kenneth L. of Fort Washington, Maryland. But to his surprise one June morning, his air conditioning stopped blowing cool air out of the blue. “As...
No customers slip through the cracks at HomeServe Energy Services, one of the most technologically-adept HVAC contractors at work today. HomeServe Energy Services (HES) dispatches reliable heating and cooling experts to more than 1,000 communities in 26 counties...
Norwalk, Connecticut – [DATE] – Every year during the third week of May – National Infrastructure Week – a little extra attention gets paid to the state of America’s infrastructure. This includes everything from airports, bridges and roads to drinking water,...
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