Empowering Utility Providers with Responsive Customer Support

Bilingual, Nearshore Utility Customer Support Solutions

In the utility industry, reliability goes beyond delivering electricity, water, or connectivity—it means being there for customers when it matters most. Whether answering routine service questions or managing an unexpected surge in calls during an outage, customers expect fast, accurate, and compassionate service.

Centris Information Services partners with utility companies to provide nearshore, bilingual customer contact center solutions tailored to the demands of the sector. We combine operational efficiency, scalable staffing, and proven customer service expertise to keep communities informed, supported, and confident in your service.

Why Utility Providers Partner with Centris

24/7 Outage and Emergency Support
Power outages, water disruptions, and service interruptions can happen at any time. Our round-the-clock customer service ensures your callers are never left waiting for critical updates. We handle high-volume call surges during peak events, delivering clear, accurate, and empathetic communication day or night.

Scalable Call Center Solutions for Peak Demand
Utility providers face unpredictable call volumes due to seasonal demand, extreme weather, and infrastructure issues. Our scalable contact center services adapt to sudden changes, keeping your internal teams focused on service restoration while we manage customer communications.

Bilingual Customer Service that Builds Trust
Many utilities serve diverse communities where English–Spanish bilingual support is essential for accessibility and trust. Our trained agents communicate clearly and professionally in both languages, ensuring customers feel heard, understood, and valued.

Our Utility-Specific Capabilities

• Inbound and Outbound Call Handling – Managing outage reports, billing inquiries, and service notifications.

• Back-Office Support – Data entry, account updates, escalations, and follow-up tracking.

• Emergency Call Center Deployment – Rapid response during severe weather, natural disasters, or widespread outages.

• Quality Assurance and Performance Monitoring – Consistent, measurable service excellence across all interactions.

By operating as a nearshore contact center, we maintain U.S.-level service standards at significantly lower costs—helping utilities expand support capabilities without straining operational budgets.

Balancing Quality and Cost Efficiency

Our approach allows utility companies to deliver high-quality customer service while optimizing resources. Nearshore outsourcing reduces expenses without sacrificing the professionalism, technical skill, and reliability customers expect from their providers.

Proven Success in Utility Sector Operations

In a recent large-scale outage, a regional utility faced triple its normal call volume. Within hours, Centris activated its emergency scale-up protocols, adding trained agents to manage the surge. As a result, customer wait times stayed under five minutes, and callers received timely, accurate service restoration updates.

This kind of performance shows why utilities rely on Centris during both everyday operations and high-pressure emergency events.

The Centris Advantage

Our commitment is simple: help utility providers maintain trust through clear communication, rapid response, and consistent care. Whether assisting during a billing cycle or managing communications during a natural disaster, we act as a seamless extension of your team.