Smiling call center operator
ETAN for Utilities
Communications excellence that speaks for itself.

Customer Communications for Utilities

From billing, to blast calls, to customized live-agent delinquency outreach—ETAN uses the entire spectrum of communication channels to optimize your business results. We have programs that span the entire customer lifecycle, starting with new service welcome calls all the way through to return programs for pre-pay user terminals, and we provide the metrics to help you stay on top of your program performance.

ETAN’s reporting package provides daily, weekly and monthly insight into the performance of all communication activities. We make it easy to understand how your program is performing and enable more informed decision-making. Data is offered in both graphic and text-based views, and the information is presented in a way that relates results to performance so you can maximize your return on investment.

First Party Contact Center

ETAN’s programs are uniquely designed to enable agents to speak effectively on behalf of clients. Customized scripts ensure that your communication conventions are followed and that call quality and customer service expectations are met or exceeded. Training ensures superior customer service, streamlined payment process and a constant focus on quality control.

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ETAN’s programs are uniquely designed to enable agents to speak effectively on behalf of clients. Customized scripts ensure that your communication conventions are followed and that call quality and customer service expectations are met or exceeded. Training ensures superior customer service, streamlined payment process and a constant focus on quality control.

Call quality is a top priority. ETAN’s dedicated team of quality control managers monitors calls to ensure that client criteria are met and quality levels are maintained.

ETAN has developed sophisticated platforms to interact with national and proprietary billing and customer information systems. This connectivity enables ETAN to add more value to its services by automating processes to handle transactions faster and more accurately.

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Print & Electronic Communications

The new wave of communications is electronic, and when there is a digital option, we have the systems and the software in place for full-scale email and SMS texting campaigns. When printed communications are required, we have processes that can reduce cost and increase efficiencies. Our print production and mail

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The new wave of communications is electronic, and when there is a digital option, we have the systems and the software in place for full-scale email and SMS texting campaigns. When printed communications are required, we have processes that can reduce cost and increase efficiencies. Our print production and mail fulfillment processes capitalize on system optimization derived from years of high-volume mail experience.

  • Free-to-end-user texting
  • Email
  • Data management
  • Document design
  • Printing
  • Mail
  • Postage optimization
  • Address maintenance
  • Archiving
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Equipment Recovery

ETAN is on top of industry developments including an equipment program to recover outstanding pre-pay user display terminals from customers who are disconnecting or changing service. We communicate the need to return the device, give the customer a variety of return options including a postage-paid envelope, and a dedicated equipment

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ETAN is on top of industry developments including an equipment program to recover outstanding pre-pay user display terminals from customers who are disconnecting or changing service. We communicate the need to return the device, give the customer a variety of return options including a postage-paid envelope, and a dedicated equipment customer service website and live-agent team to help guide the entire return process.

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