EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
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Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track
Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
Utilize all services and support that client and our 3rd parties can offer to deliver the right outcome for the customer
Take ownership of customer issues and work hard to find solutions
You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
Ensure all tasks are completed to a high standard with attention to detail
Any other tasks as deemed required by their Line Manager
Ensure that the calls are handled as per Desktop procedures
Ensure that the assigned targets in accordance with SLA and any internal standards are met
Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
Maintain and provide the relevant process reports in a timely manner
Ensure adherence to established attendance schedules
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