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CONTACT INFORMATION
Chartwell Inc.
www.chartwellinc.com
FOR IMMEDIATE RELEASE
New Chartwell Report Shows Growth Trends
in Outsourced Customer Care Services for Utility Industry
ATLANTA, GA., November 21, 2002 - Energy utilities are looking
in greater numbers to third-party providers to assist with collections,
high-volume and other specialized call center needs, according to
a new industry report by Chartwell Inc.
In fact, Chartwell estimates that, based on a just-concluded survey
of 102 utility customer care executives and directors, some 30%
of utility companies outsource at least some portion of their customer
care operations. This number, which includes credit and collections,
outage calls, bill printing and receivables, may even be higher
than what the survey reveals, Chartwell researchers conclude in
the just-released report, The Market for Outsourced Customer Care
Services in the Utility Industry.
As utilities look to reduce costs and streamline operations, they
are looking to outsourcers in greater numbers to handle the peaks
and specialized activity surrounding customer service and call centers,
according to the report. Anecdotal evidence suggests that more than
one of every two utilities outsources some aspect of its customer
service activity, the report shows.
Utilities, however, are not fulfilling the expectations many hoped
for in outsourcing their entire customer service operations, at
least not yet, the Chartwell report concludes. There are still numerous
obstacles to cross before that full-fledged customer care outsourcing
occurs in great numbers.
The Market for Outsourced Customer Care Services in the Utility
Industry, which is part of the Chartwell CIS and Customer Service
Research Series, is available for $250 and can be purchased and
immediately downloaded at Chartwell's new www.energylibrary.com
Web site, which hosts all Chartwell's research reports and utility
industry periodicals. Users can go to the site, register and find
the customer service category link to purchase The Market for Outsourced
Customer Care Services in the Utility Industry or view a free table
of contents.
The Market for Outsourced Customer Care Services in the Utility
Industry includes an analysis of the industry with graphs and four
case studies on outsourcing activity at leading North American utility
companies. CIS and Customer Service Series members get access to
this report as well as other research reports, news issues and industry
data throughout their year-long subscription period. For information
on becoming a series member, please call Juli Collins at (404) 237-9099.
About Chartwell Inc.
Chartwell provides unbiased research information about retail energy
markets, technologies and services. Through case studies, analysis,
and benchmarking, Chartwell provides business intelligence you can
rely on. www.chartwellinc.com
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