Energy & Utilities

SMART KPIs: ENERGY & UTILITIES

Strategic Insights

Real-Time Information is Key

► Access to up-to-date data enables efficient service & reduces repeat interactions.

Intelligent IVRs for Efficiency

► Smart IVRs can resolve up to 60% of customer queries, enhancing self-service & reducing agent workload.

FCR

(First Call Resolution)

Strategic Impact
Faster issue resolution, lower operational costs

Industry Standard
75%-85%

AHT

(Average Handling Time)

Strategic Impact
Optimized agent efficiency, improved customer experience

Industry Standard
4-6 minutes per call

CSAT

(Customer Satisfaction Score)

Strategic Impact
Higher retention, improved brand image

Industry Standard
85%+ satisfaction score

NPS

(Net Promoter Score)

Strategic Impact
Higher trust in service reliability & provider reputation

Industry Standard
Above 50 (Positive Score)

Outage Reporting

& Resolution TAT

Strategic Impact
Minimized service disruptions, improved public perception

Industry Standard
Resolution within 1-4 hours for minor outages; 24-48 hours for major outages

Service

Level & Call Abandonment

Strategic Impact
Faster response times, reduced frustration

Industry Standard
80/20 Rule (80% of calls answered within 20 sec), Abandonment < 5%

Billing Accuracy

& Dispute Resolution

Strategic Impact
Fewer complaints, improved financial processing

Industry Standard
98%+ billing accuracy; Dispute resolution within 3-5 business days