There’s a joke about utilities: people only notice you twice a year – when the bill arrives, and when something goes wrong.
Unfortunately, when something does go wrong, it tends to go very wrong. And it’s usually customer service teams who take the first hit.
From call centre meltdowns during the 2022 energy crisis to broadband outages that trigger Twitter pile-ons, the human cost of poor customer service in utilities is hard to ignore. But it’s not just about bad press – it’s about real stress, for both customers and employees.
When waiting in line becomes breaking point
Our recent state of customer service in utilities report revealed that one of the biggest pain points for customers is time. Long hold queues. Repeated transfers. Endless forms that seem designed by a committee of Kafka enthusiasts.
Take the energy crisis of 2022: millions of customers rushed to submit meter readings before the deadline, crashing websites and swamping call centres. Customers ended up in tears. Agents ended up burned out. And all of it could have been prevented with more resilient systems and smarter automation.
The problem isn’t that customers expect perfection. They just expect competence. A fair response time. A resolution without running a bureaucratic marathon. When those expectations aren’t met, trust erodes fast.
The hidden cost for agents
Poor service doesn’t just damage customer relationships – it wrecks agent morale. Imagine spending eight hours a day listening to frustrated customers, with no tools to actually solve their problems. It’s no wonder attrition in utility contact centres runs high.
That’s why many operators are now looking seriously at improving customer service in utilities through smarter technology. Not just for customer experience, but for employee experience too. A system that routes calls intelligently, automates repetitive steps, and gives agents instant access to the right data is a system that stops people from quitting.
Technology isn’t the enemy – it’s the life raft
There’s a long tradition in utilities of viewing new systems as a cost centre. But poor service is already a cost centre. Every abandoned call is a lost opportunity. Every frustrated agent is a recruitment bill waiting to happen. Every unresolved query is a complaint on its way to the regulator.
That’s why forward-thinking utilities are turning to customer service software for utilities that helps them handle peaks in demand, streamline processes, and meet regulatory obligations without stretching staff to breaking point.
And here’s the kicker: customers don’t care what software you’re running. They care about whether they can get their issue resolved quickly and fairly. If tech is the enabler of that outcome, then investing in it is not optional – it’s survival.
A people-first case for automation
Automation often gets painted as “cold” or “impersonal.” But in utilities, the opposite is true. Every task you automate – every password reset, meter reading submission, or appointment confirmation – is one less piece of drudgery for your agents, and one less frustration point for your customers.
That’s why CCaaS platforms designed for the sector, like babelforce, are gaining traction. They let utilities redesign their service around people – customers and employees alike – without years of IT overhead. For CX leaders, the human cost of poor service is the problem.
Final thought
Utility leaders often talk about resilience – of grids, pipes, or networks. But resilience in customer service is just as critical. Without it, even minor disruptions spiral into headlines, complaints, and lost trust.
If you’re looking for practical ways to put resilience into action, start with the tools that enable it. Platforms built for the sector, like customer service software for utilities, are helping teams respond faster, reduce pressure on agents, and build service experiences that customers might actually remember for the right reasons.
For a deeper dive into where utilities stand today – and what’s changing – check out our state of customer service in utilities report.
