Energy Billing had a desire to provide telephone payment capabilities to their clients 24 hours a day and also to provide this functionality without additional staffing at their end.
At the beginning of their call, Clients input their account number which identifies their property address on our system and ‘repeats’ it back to the client for confirmation. The Clients are then asked if they want to make a payment or if they require service information. If they wish to make a payment, the IVR system takes the payment and then makes an enquiry on our system in real time for a PIN number reference which is then repeated back to the client.
The system also provides maintenance information via further look-ups on the Energy Billing system to meet the client’s requirements.
“The system seems to work well in practice with most clients now being more familiar with the automated system rather than our previous manual ‘answered’ practice. We have met some reticence with certain customers who do not like automated systems and we have encouraged them to try it, as it will ultimately be more efficient and quicker for them to use. We are pleased with the IVR telephone payment application and are looking to use IVR further for additional functionality for our clients.