Utilities

Customer experience strategies that meet the needs of all types of customers and improve overall organisational efficiency

At Probe, we work with a number of leading energy retailers both in Australia and Singapore. With almost 800 FTE staff, we operate from 3 sites in Australia and Asia and handle up to 4.6 million interactions a year. Our services cover a range of customer stages from managing connections and disconnections through to billing and debt collection.

We also manage high volume, complex processes on behalf of gas and electricity distributors, reaching a network of over 1.3 million customers. 

Services

  • Sales
  • Customer service
  • Complaints
  • General enquiries
  • Transfers
  • Billing
  • Early collections
  • Debt collections
  • Connections and disconnections
  • Meter data analysis and validation
  • Large value invoice generation and audit
  • Hardship support
  • Field services
  • Digital channels
  • Payment arrangements
  • Legal
  • Skip tracing
  • Datawash and validation
  • Default listing management
  • Revenue assurance services
  • Customer projects
  • Appointment management

Channels

  • 1Inbound and outbound voice
  • 2Social media
  • 3Email
  • 4Chat
  • 5Correspondence
  • 6Back office
  • 7Middle of house
  • 8Self serve IVR
  • 9Systems
turning-customer-insight-into-action

How We Do It

  • Contact Centre
  • Workflow automation and management
  • Quality and compliance framework development
  • Knowledge management
  • Training redesign
  • Process mapping and redesign
  • Delivery of transformation plan
  • Speech and text analytics
  • Tailored sales framework and incentive structure
  • Intelligent automation
With such a broad range of services required by utility company customers, Probe aims to provide end-to-end customer management solutions that ensure the customer experience is positive and efficient with issue resolution being paramount. 
 
It’s vital that emergency situations are dealt with as a priority and that customers experiencing financial hardship or vulnerability aren’t being left in the dark by process failures. Our automation strategies successfully divert simple issues to digital channels, leaving more complex customer problems for personalised agent interactions. We’ve also been on the ground during challenging times such as Covid-19 and demonstrated the agility that’s needed to support our clients and their customers.
 
Not only do we work in partnership with energy providers on our customer experience strategies but we also manage dual shore service delivery to ensure that account servicing is available when it’s needed most by customers. Whether it’s process automation, workflow management or staff training, our goal is to develop customer experience modelling that addresses customer needs and improves efficiencies in service delivery.

Accreditations

Quality ISO 9001 Certified

Quality ISO 27001 Certified

Individual security clearances

Connect With Us

Let us help you create a customer experience strategy that meets the needs of all types of customers while improving your overall organisational efficiency.

Contact Us