Utility Customer Experience Utility Customer Experience

Utility & Energy Industry Call Center Quality – CX Tips

Utility Customer Experience – Contact Center Metrics


Utility Customer Experience is no longer an option, it’s a regulatory requirement! Transform your customer service, agent performance and become a Best-in-Class contact center.


Join the discussion with utility & energy industry leaders that are reducing costs & increasing customer experiences.

Keep scrolling to get FREE access to Utility & Energy specific white papers.


6 Ways to Improve Your Contact Center Metrics, KPIs & Customer Satisfaction Scores Now

Agent Soft Skills

The time is now to teach your agents that customers are a priority and not the problem. Arm them with the skills they need to succeed in delivering top-notch customer service.

Customer Retention

Help develop service strategies to sell to your customers and retain them as well. If you don’t another company will!

Customer Satisfaction

Core metrics for any solid contact center, help your agents understand what it means to solve the issues and make the customers happy at the same time.

Regulations & Service

Stay in compliance without sacrificing the service. Help your agents balance both needs for the best overall experience.

Agent & Supervisor Training

Training designed specifically for utility contact center agents and supervisors, based on the feedback from best practice contact center agents and supervisors in the utility industry.


Make sure you don’t just compare yourself. Learn where you stand in the industry and against other best-in-class companies worldwide.

Utility customer experience successes

We have more than 30 years of experience running quality management programs for some of the leading utility providers – see what they have to say about us…

To find out MORE ABOUT HOW BPA helps the utility and energy industry call center quality performances and uncover factors that affect their customer service experiences, check out the free white papers below:

Get more Insights from BPA Quality

British Gas

British Gas uses BPA Quality Builder’s Calibration tool to further improve their quality management. The quality platform has delivered improved reliability, better ease of use, the ability to make changes more quickly and enhanced functionality.


How to support vulnerable customers

We look at how to provide faultless assistance to vulnerable customers under a variety of different circumstances within the contact centre environment.


customer service empathy training

Customer Service Empathy Training to effectively support vulnerable customers

Vulnerable Customer training is an area we’re passionate about as it has a real impact on the level of service contact centres can offer, as well as the wellbeing and career enhancement of those who work in the centres.


How to deal with an angry customer via the Contact Center

Our expert team takes a look at how to keep your cool in the face of frustration within customer service and still provide a faultless service.


call center optimization

The human element of a contact center

The Contact Centre Expo is one of the highlights of our industry’s calendar. We review the key talking points from this year’s event.


utility customer experience, call center best practices

Best Practices in the Utility Industry

Over the last few years, we have conducted several iterations of independent research to identify the best performing Utility Companies and the drivers for their performance.


20 Call Center QA needs

20 Call Center Quality Assurance Needs – the Big Picture

20 Call Center QA Needs for a successful Quality Program


See how BPA Quality can help your Utility Call Center too.

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