How can utilities effectively and efficiently develop new sources of revenue?

In the next five years, utilities will be investing an unprecedented amount of money in call center services. Some of that investment will be in internal infrastructure while some will be in outsourced alliances. The critical objective for utilities, however, will focus on adopting sophisticated call center strategies in this new era of deregulation, and to achieve their goals of enhancing customer service, improving efficiencies, reducing costs and, ultimately, finding new sources of revenue.

The utility industry's core competency in call center services has historically been in the areas of customer service and collections. Today. the deregulation in the utility industry has …