RELIABLE CX FOR ESSENTIAL SERVICES
Customer Experience Outsourcing For Utility Companies
Streamline support for your utility customers — from billing to outage response — with NexGen’s multilingual, 24/7 CX solutions.
We help energy and service providers reduce call center load, resolve issues faster, and meet rising customer expectations with confidence.
🎁 Bonus: Sign up for our 5-day CX email course built for essential service providers. You’ll learn how to reduce service complaints, simplify Tier 1 resolution, and build a resilient CX engine — even under regulatory pressure.
“Upgrade customer trust without increasing support headcount.”
“Let’s find where your CX gaps are costing you customers.”
CX THAT DELIVERS IN EVERY MOMENT
Utility CX Built For High Volume & High Stakes
Success in the utility sector requires cost-effective communication. One fact remains constant within the utility industry: to succeed, companies must find cost-effective ways to communicate with their customers. NexGen Agency specializes in utility customer service outsourcing, supporting the entire customer lifecycle from acquiring and provisioning new accounts to handling critical outage notifications and complex billing inquiries. Every call matters—and every second counts.
We make sure both are handled with care, ensuring seamless interactions for your utility customers.
✓ Account setup and provisioning
✓ Service inquiries and upgrades
✓ Outage updates and proactive notifications
FLEXIBLE SUPPORT, ALIGNED TO YOUR GROWTH
Support That Scales With Your Infrastructure
Whether you are a start-up or an established nationwide or global brand, NexGen Agency tailors a customer service solution specifically for your business, ensuring it scales seamlessly with your infrastructure.
Our energy call center services flex with your footprint, providing:
✓ SLA-aligned coverage during peak call surges, ensuring consistent performance.
✓ Off-hours and after-hours support, so your customers always have someone to turn to.
✓ Overflow assistance during new service launches or seasonal shifts, preventing overwhelm.
CLEAR COMMUNICATION, EVERY CHANNEL, EVERY LANGUAGE
Multilingual & Omnichannel Response
For utility businesses, effective communication means reaching every customer, on their preferred channel, and in their language. NexGen Agency offers robust multilingual customer service for utilities, breaking down communication barriers and ensuring accessibility for all customers.
Our omnichannel capabilities provide seamless integration into your ticketing or CRM tools, offering:
✓ Bilingual voice, email, and chat support.
✓ ADA- and LEP-aware communication workflows.
✓ Effortless connections across every digital and traditional channel.
Are Service Delays and Support Gaps Costing You Public Trust?
In utilities, a poor customer experience can lead to more than frustration — it can trigger churn, complaints, and regulatory pressure.
This 5-day email course gives your team the tools and frameworks NexGen uses to help utility providers:
- Map the full customer journey across outage reports, billing, and service requests
- Automate Tier 1 inquiries while maintaining clear and human communication
- Align internal teams around CX metrics that actually improve outcomes
Each day includes a short actionable lesson and a customizable worksheet you can use to review, rate, and improve your existing CX processes.
ALWAYS-ON CRISIS COMMUNICATION
Emergency-ready Communication Models
In the utility sector, preparedness is paramount. NexGen Agency understands the critical need for immediate and clear communication during emergencies. We help you lead with preparedness through emergency response call center models designed for high-stakes situations. NexGen Agency handles after-hours calls and outage calls, and creates automated hotlines with important recorded messages.
During the day we handle routine service inquiries, and internally, we respond to:
✓ 24/7 outage and incident support.
✓ Automated hotline setup and message delivery.
✓ Escalation management and stakeholder updates for rapid response to equipment failures, fire and gas leaks, water main breaks, and calls from customers, partners, and employees to keep everyone informed and calm.
PRECISION MEETS EMPATHY
Billing & Technical Inquiry Expertise
Complex billing and technical inquiries demand both precision and empathy. NexGen Agency excels in providing specialized support that streamlines these interactions for utility customers.
We efficiently handle:
✓ Real-time account lookup and usage verification.
✓ Payment processing and refund workflows.
✓ Tiered inquiry management and escalation handling for technical issues.
✓ Utility billing support outsourcing to reduce internal administrative burden.
TRUSTED BY UTILITY LEADERS
Why NexGen? Your Trusted Utility CX Partner
Knowledge and experience are key to keeping utility businesses competitive. NexGen Agency delivers solutions across the entire customer lifecycle, from acquiring and provisioning new accounts to managing billing and service inquiries. Our expertise ensures your customers receive top-tier support.
As leading outsourced CX for utility providers, we offer:
✓ Consistent SLA performance that guarantees reliability.
✓ Data-driven operational insights for continuous improvement.
✓ Custom-trained agents aligned to your systems and standards.
NexGen is the trusted customer support for utility companies, whether it’s during a quiet billing cycle or a crisis-driven surge, we are the utility partner behind resilient customer experiences.
STRONGER SERVICE, SMARTER STRATEGY
Let’s Build A Smarter Utility Support Strategy
Ready to enhance communication and drive efficiency in your utility operations? NexGen Agency tailors a customer service solution specifically for your business. Custom training programs introduce agents to your company and products to ensure they are equipped to support your customers.
Outsourced Contact Center Solutions
Discover how NexGen’s scalable, multilingual support can elevate your customer experience. Fill out the form to connect with our team and schedule your complimentary consultation.