BCE Logistics specializes working with ESCO’s we understand how to properly design projects to meet the requirements of our energy clients. You can have confidence that the right solution is going to be designed. As a leader in customer service satisfaction BCE will determine the right products and solutions for your project. We will ensure that the proper implementation is met to match the criteria set forth by your organization.

You will not need to worry about the portion of your campaign BCE Logistics handles. We will adequately manage every aspect of the directives, while constantly communicating with your project management teams.

We provide or clients with our 24/7/365 national service call center to ensure that all requests are handled immediately.

Whether you need help next door, or in the next state, BCE Logistics can find solutions for you that get results nationwide. Our offices and branches are committed to get the job done. If you need support in any aspect, ask our team about how BCE can help you in other parts of the world.

HISTORY For more than 12 years, BCE Logistics has served ESCO customers of all sizes. From start-ups to industry leaders in the Fortune 250 enterprises, BCE Logistics has seen every type of facility and challenge.

Every BCE customer gets the benefit of our experience and knowledge in the solutions we provide. Get the peace of mind that comes from knowing you are working with a partner that has not just been there but has learned a thing or two along the way.

Our commitment to the solutions we provide is matched by our desire to see every business we work with succeed. That is why BCE stands behind our commitment to exceed the expectations of our ESCO partners using our customizable and scalable implementation systems. LET'S START A CONVERSATION

BCE is committed to more than just talk, but it does take a conversation to get the ball rolling! Call us today and ask for an efficiency consultation or fill out our on-line form and one our team members will get back to you within two hours.

When it comes to managing multiple locations, the never-ending barrage of ideas and challenges can make seemingly simple projects or tasks seem impossible to finish. BCE Logistics has helped multi-state ESCOs operators for more than twelve years get projects and tasks related to: customer service, billing, TPV, retention, rebates, warranties, and start/ stop request seamlessly relay data to clients. Even when it seems like there will not be enough time to meet your goals, BCE will help stretch the clock and collectively accomplish your mission within the time restraints.

Your team and your customers are looking to you to bring the right answers to your multi-State operations. BCE Logistics understands the pressure to find the right answers and has designed a national solution to exceed your expectations so you can exceed theirs!

As someone who has multiple locations to operate, you have the unique opportunity to leverage scale and scope to meet budgets and manage costs. BCE can help you identify ways to buy market and strategize your products and projects at scale so you can get more out of your budget and time while still exceeding all expectations!

SINGLE POINT OF CONTACT

Clear and effective communication always is crucial. Our customer service teams are joined by qualified agents with real-world industry experience. The National Accounts Center keeps you connected with all our experts throughout every phase of your project.

We offer you a vast array of products, services, and solutions from top brand manufacturers. Our multi-faceted staff can supply you with everything you need to complete your project quickly and efficiently. Our four strategically located Contact Centers ensure you will get what you need when you need it.

You need a partner that can work wherever you are, BCE is there when your teams need special attention. We are your eyes and ears when you cannot be there. Our certified agents provide consistent information, and pro-actively maintain operations to deliver optimal services.

Top Customer Service Issues and quality results are our end goals.

Energy providers are facing unprecedented pressures from a rapidly changing marketplace. Grid modernization, government regulation, technological advances, cyber-security threats, rising expectations from consumers and shareholders, and the falling cost of renewable energy sources are just some of the issues that are converging to disrupt decades-old systems and business models.

Customer service has become a key factor in maintaining your customer base. Transforming the landscape for energy providers, whether they are operating in seasoned or newly deregulated markets is imperative. Business and residential customers alike are demanding smart solutions to manage energy consumption and cut costs, thereby expanding the customer service model from transactional to relationship oriented. ESCOs are finding that the road to success in the digital age calls for a strategic data-driven approach in which innovation and improvements are directed by customer insights and analytics.

In recent years, the realization of the energy sector has spread across deregulated markets. Consumers have come to expect the same type of personalized experience from their ESCO as they do with the utility company. Customers want to receive world-class service which includes: a transparent billing process, mobile apps, digital self-service, real-time communication, and proactive notifications, among others.

For ESCOs, investments in updating to digital transformation must be balanced by optimizing operational efficiencies and cutting costs. Consumers want ESCOs and utilities to provide advanced technology, but without raising their rates. Even as ESCOs take steps to becoming more resilient, they often find themselves under increased public scrutiny in the wake of pressure from energy commissions responses because of unscrupulous behavior from competing ESCOs.

Consumerism has infiltrated the energy sector and is transforming the service delivery models for both regulated and deregulated utility companies. Energy providers are expected to deliver a customer experience that rivals the likes of best-in-class service providers like Amazon and Apple, while operating with extreme efficiency to keep costs down and pricing in line with new competitors on the market. The following are key service-related challenges facing ESCOs:

Presenting a personalized, consultative approach to customer relationship management. Business and residential customers alike are demanding solutions from their utility companies to help them manage energy consumption and cut costs.

• Presenting a personalized, consultative approach to customer relationship management. Business and residential customers alike are demanding solutions from their utility companies to help them manage energy consumption and cut costs.
• Providing expertise and support for consumption related issues
• Employing customer retention specialists who can reach out proactively to customers to reduce churn in all markets.
• Developing service strategies that deliver customer value and a superior experience.
• Putting in place security systems, protocols, and training to ensure that customer data is protected from cyber-attacks and fraud.
• Having access to skilled staff to quickly ramp up or down to address call volume surges following any issue that could pose a spike in normal call volume.

BCE’s Call Center Outsourcing Expertise To optimize efficiencies, ESCOs and utility companies turn to call center outsourcing providers for customer engagement. We excel in both regulated and deregulated utility marketplaces, understanding the unique customer service and revenue-generation mandates for each. BCE Logistics has already hand-selected best-in-class call center outsourcing agents with expertise in the following regulated and deregulated areas:

• Stead-state staffing for peak and off-peak support
• Flex-staffing for unplanned events such as outages and inclement weather
• Brand ambassadors, seamless to the customer
• Deep expertise in gas, electricity, and water utilities
• 24/7/365 inbound customer service
• Payment arrangements, billing, stop/start service
• Energy efficiency, smart home
• Green energy
• Self-service channels
• Live chat, email, SMS, IVR back office
• Collections—1st and 3rd party
• Outbound calls— warranty sales, maintenance plans, outages, etc.)
• Maintenance reminders and appointment setting
• Emergency dispatch
• Meter reading
• Field workforce support
• On-shore, nearshore and offshore utility call centers
• Bi-lingual Spanish and multi-lingual support
• Investing in Our Vendors
• Nobody knows their agents like we do. We invest considerably to find and assess the best agents. With continuous on-site audits and a rigorous evaluation process, only the highest performers make the cut.
• Investing in Our Clients
• We devote substantial upfront time and resources to understanding our clients' needs on a molecular level - at no cost to them. This immersive discovery process helps lay the foundation for a successful outsourcing partnership.
• Our Secret Sauce
• Well Proven? Yes – we have a vetting process and scoring methodology that is uniquely ours and remarkably effective. But the magic of our agent-client matching hinges on a refined process that can only come from years of expertise.

Professional, expert customer service is 24 hours a day, 7 days a week, 365 days a year.

The utility industry is unique because safety is of utmost importance. Blackouts, broken lines, and other emergencies can put people in danger. Professional, expert customer service is a must 24 hours a day, 7 days a week, 365 days a year.

BCE Logistics’ cloud-based contact center technology platform is ideal for customer contact for the utility and energy sector. It offers multichannel support, allowing our agents to engage with you customers by inbound and outbound voice, email, web chat and social media. Our platform also offers a broadcast function, making it possible to quickly and proactively message customers in an area affected by a loss of service.

Many utility agencies across the U.S. need to offer support and service to a growing number of customers who speak only Spanish or Spanish and limited English. With BCE, we employ many agents that are fluent in English and Spanish.

• Product Technical Support
• IT Help Desk Support
• Billing & Payment Support
• Collections
• Sales Support
• Order Management Support
• Warranty Support
• Loyalty Rewards Program Support
• Customer Service Outsourcing
• Our cloud-based contact center technology platform can support billing and payment issue resolution through voice, email, and web chat.
• Create loyal, return customers for your business
• Customer billing and payment issues and questions can be a time-consuming distraction from your core business. And if you must hire, train, and retain a team of billing and payment agents and supporting call center infrastructure, it can become an expensive proposition.
• That is why many enterprises and organizations will choose to outsource contact center services for customer billing and support to BCE Logistics. Our workforce of bilingual agents is trained to resolve your customers’ billing and payment issues. With fluency in English and Spanish, we can engage and support the growing U.S. Hispanic consumer demographic and create loyal, return customers for your business.
• Our cloud-based contact center technology platform can support billing and payment issue resolution through voice, email, and web chat. Additionally, BCE can develop interactive voice response and other self-help channels to resolve payment issues quickly without the need for agent intervention.

• At BCE Logistics, our customer support outsourcing services begin with our agents. We are committed to the continued training and development of our customer support agents, which is why we can set up outsourced customer service solutions for our clients around the world. Having an effective customer service strategy is about more than just people answering phones, however. In addition to recruiting and training the best candidates in the industry, we provide our staff with targeted training on your company, its culture, and products to ensure that our outsourced call center is truly an extension of your brand.
• With offshore and near-shore solutions available, BCE Logistics can offer clients 24/7 customer support solutions so your customers can get the assistance they need when they need it most. Our bilingual staff delivers support to both English-speaking and Spanish-speaking customers, giving you an edge over your competitors. Customer service outsourcing companies also enable you to get the real-time data and reporting needed to influence business decisions. Your team will be kept updated on everything happening in your outsourced customer service center so it can continue to deliver the results and value you need. Learn more by contacting a BCE Logistics representative today.
• Providing technical support for your products and services is a critical part of the customer experience.
• Win your company fans and brand advocates for life
• Providing technical support for your products and services is a critical part of the customer experience. But as you know, it can become a costly and time-consuming distraction from your core, income-producing business.
• That is why it often makes sense to turn the technical support function over to an outsourced contact center services provider. At BCE, we understand the need to become an extension of your brand. And that technical support, done right, not only results in first-call resolutions but can win your company fans and brand advocates for life.
• Our headquarters houses a staff of 80+ percent bilingual agents, we have access to the highly educated agent workforce necessary for delivering world-class technical support. Our agents are skilled in handling and quickly resolving technical issues in English and Spanish.
• With our cloud-based contact center technology, we can deliver bilingual technical support through multiple communication channels, including inbound and outbound voice, email, and web chat.
• Our technology and training are designed for compliance with the Fair Debt Collection Practices Act (FDCPA).
• Maximizing Your Recovered Revenue
• Your organization can stay focused on core business by outsourcing collections operations to BCE Logistics’ contact center services.
• Using our cloud-based contact center technology platform, our bilingual agents use an outbound predictive dialing solution to increase call volume and productivity with a goal maximizing recovered revenue.
• The platform includes features designed for maximum agent productivity, including a unified agent desktop that brings together the necessary information for resolving collections. In addition to the predictive dialer, we can send out broadcast announcements encouraging them to contact collections to resolve their debt. By responding, debtors can be transferred to a live agent for assistance.
• Our technology and training are designed for compliance with the Fair Debt Collection Practices Act (FDCPA).
• Our cloud-based contact center technology supports the order-to-sales process, helping to boost conversions over multiple and connected channels.
• Turn your existing customers into brand advocates
• BCE Logistics’ trained agents understand the soft skills necessary for order management support and will work to turn browsers into buyers to help increase your sales conversions. Our agents act as extensions of your brand, turning potential customers into customers, and turning your existing customers into brand advocates.
• Our cloud-based contact center technology supports the order-to-sales process, helping to boost conversions over multiple and connected channels, such as voice and email. We also offer web chat services, a critical tool for e-commerce. Helpful web chat agents can reduce the number of abandoned shopping carts. Hesitant potential customers are more likely to click the purchase button when an agent is available to answer questions and provide friendly service.
• Additionally, our agents are trained in upselling and cross-selling, helping to maximize your sales and boost customer satisfaction.
• Our cloud-based contact center technology platform makes it easy for us to arrange live hand-offs to your sales team, or to set sales appointments.
• An Advantage for Your Sales Growth
• BCE Logistics’ outsourced contact center agents are recruited and trained for sales support services such as inbound order taking, outbound sales, lead generation and qualification, and appointment setting.
• We own and operate contact center facilities in the U.S. and abroad, with access to an educated workforce fluent in English and Spanish. This provides an advantage for your sales growth because our agents will be able to help you engage with the $1.2 trillion U.S. Hispanic consumer market.
• Many aspects of sales operations can be complex, time consuming and expensive. Therefore, many organizations outsource this function, helping to reduce costs while gaining access to an agent workforce trained in the soft skills required for sales. Additionally, our agents possess the training and education necessary for the decision-making required for lead qualification. Our cloud-based contact center technology platform makes it easy for us to arrange live hand-offs to your sales team, or to set sales appointments. We can complete the entire sales process along with the TPV also. We will also follow up with new customer to ensure we maximize the retention of every new energy customer. Make your next call your best call, contact BCE and let us determine how we can tailor a service that is a perfect fit for your organization.