Energy & Utilities

The industry is being transformed by a combination
of market pressures and outside forces.

The former includes changing consumer dynamics, the push for renewable energy sources, and the need to update infrastructure.

The latter is characterizedby the impact of regulation, an aging workforce, and ensuring the security of supply.

The last point was brought to the fore by the Covid pandemic. Companies had to move quickly to secure supply chains and manage component inventory, and now many are re-evaluating their resilience. Investors looked more closely at long-term value. According to an Ernst & Young report, the power and utilities sector’s value grew by 24% year-to-year, with much of that growth in Asia-Pacific, Europe, Africa, and the Middle East.

Our Solutions

How we service your industry

More people using more apps and platforms to do more things. What’s one result? More of a demand for customer service. The greater use of technology also means that the issues that arise are more complex. That’s why you need a customer service partner who is steeped in the digital world, up to speed on trends in user behavior, and there to be an extension of your brand.

We work with the customers of tech-driven companies every day. Many of those users depend on efficient and effective service in order to keep their businesses humming, and others rely on us at a more personal level. Either way, our teams know that quality customer care is at the heart of the user experience, and we have a track record of turning high-touch care into a retention and
loyalty-building tool.

Download the Industry Overview

Contact Center Outsourcing

Pampering your customers through the entire lifecycle with onshore, nearshore, and offshore options:

Customer
CustomerCare
Technical
TechnicalSupport
Sales/Revenue
Sales/Revenue Generation
Welcome
Welcome Calls
Retention
Retention
Win-back
Win-back
Post Sales
Post SalesVerifications
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Next

Business Process Outsourcing

Streamlining your business and back-office processes to drive greater efficiencies and performance:

Content
ContentModeration
Imaging
Imaging
Data Entry, Mining,
Data Entry, Mining,Management
Document
DocumentIndexing & Filing
Order Fulfillment/
Order Fulfillment/Logistics
Fraud &
Fraud &Security
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Next

Technology Outsourcing

Working as an extension of your team or in collaboration:

Systems
Systems Integration
Mobile Application
Mobile ApplicationDevelopment
Custom Software
Custom SoftwareDevelopment
QA and
QA andTesting
Infrastructure and NOC
Infrastructure and NOCMonitoring
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Next

Channels We Support

We live in an omnichannel world: chat, voice, email, social media, etc. Increasingly, the onus is on service providers is to offer the channels that customers prefer. That is part of delivering “wow” experiences. When a player contacts us, service and support have become parts of that experience.

We understand that games are often works in progress which are subject to ongoing development. This makes hearing the voice of the customer all the more vital.

GlowTouch has been providing personalized business outsourcing solutions since 2002.

Our trusted performance and execution are underpinned by a highly-educated,
loyal workforce, with innovative solutions crafted by award-winning leadership.

The Women's Business Enterprise National Council

Certifications

Awards

isoIas
A-LIGN
PCI DSS
soc
Hipaa Compliant
GWFM

Awards

Glowtouch | stevie awards Gold 2022
Glowtouch | stevie awards Bronze 2022
SASCS17_Bronze_Winner
Bronze_Winner
iaopGisa
Logo Strategic Partnerships 2021_V2
IAOP
WFM-Certificate-icon-01_v2
inc5000
theFastFifty
siliconIndia
moversShakers
Top Workplaces

Resources

Press

Press

blog

Blog

Case Studies

Case Studies

White Papers

White Papers

Solution Overviews

Solution Overviews

Infographics

Infographics

Locations

Glowtouch | Louisville, Kentucky
Glowtouch - Contact San Antonio, Texas
Glowtouch | Dominican Republic
Glowtouch | Mangalore, India
Glowtouch | Bangalore, India
Glowtouch | Mysore, India
Glowtouch | location PH
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Chat

Users love chat, and we have offered it since our inception. Live chat means customers are interacting with agents, not bots, not virtual programs, not artificial intelligence.

  • Chat is cost-effective for clients and convenient for customers
  • Pro-active chat engages users based on their behavior
  • Chat means immediacy with no automated menus to navigate

Customers can initiate a chat session from anywhere – work or home, smartphone or laptop, without carving out exclusive time. Live chat done right increases conversions, generates positive word of mouth and delights users.

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Voice

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

  • Set the tone with a warm first impression
  • Convey enthusiasm and build rapport
  • Actively engage callers and listen to the voice of the customer

Scalable, redundant architecture minimizes hold times. Our goal is first-call resolution, no matter the issue and no matter its complexity. Our reporting systems record calls and track key metrics that determine agent efficiency and effectiveness, and customer satisfaction.

Sometimes, customers want to hear another person’s voice in addressing a service or support issue. Our agents are trained to:

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Email

Sometimes overlooked, email remains an ideal channel for tracking issues and their resolution. Email is also a workaround to spoken language issues.

  • Sort and track responses, ideal for analysis
  • Equally effective when used onshore, offshore, or nearshore
  • Fits around the customer’s timetable

Email is great for providing detailed answers to questions, and easily accommodates links or attachments. It also gives customers a history of the transaction while providing us with a unique level of insight into user concerns.

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SMS

There are more smartphones in use than toothbrushes, and there are several messaging apps consumers like. One part of quality service is providing support through the channels your customers prefer

  • Text, in-app messaging, and Facebook Messenger
  • Conversations are seamless and can continue indefinitely without losing context
  • SMS is a pro-active means of asking questions and getting answers

Customers can contact you from anywhere and with text, they don’t have to be online to do it. It’s fast, it’s personal, it’s effective.

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Social Media

There is no question that today’s consumer is plugged in, seldom far away from a smart phone and preferred apps. It’s instant communication among consumers, and also between consumers and their favorite brands. Our agents will:

  • Engage with customers about support issues or general sentiment
  • Monitor your organization’s social channels to hear what is being said
  • Respond to inquiries in real-time, providing the prompt action consumers expect

Social media is a high-retention channel. It is where consumers conduct a great deal of their online activity, so much activity that you may have difficulty keeping up. That’s what we’re here for.

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WBENC

As a a woman-owned enterprise with employees in three distinct global regions, diversity is part of who we are, and it presents unique opportunities within our industry. As a WBENC-Certified business, we are a potential partner for organizations who are pursuing diversity initiatives. As such, we have a similar procurement diversity strategy, which combined with impact sourcing, provides opportunities to often overlooked populations.

Our WBENC Certification validates our standing in terms of eligibility; our track record validates the professional expertise that we provide.

Louisville, KY

Our new corporate headquarters in Louisville has 12,000 square feet to help accommodate our continuing growth. The space is divided between contact center work and technology outsourcing projects.

San Antonio, Texas

One of the nation’s fastest-growing metros, San Antonio is home to an experienced, bilingual agent pool and a growing BPO industry. In a city famous for “remember the Alamo,” our agents deliver memorable customer service.

Santo Domingo, Dominican Republic

Our first nearshore location is the Dominican Republic and a 10,000 square foot facility. The center in Santo Domingo can accommodate nearly 600 bilingual associates for service delivery in both English and Spanish. This island nation has a mature technology infrastructure and is Latin America’s fastest-growing economy, with the BPO sector among the catalysts.

Mangalore

We have two locations in Mangalore: our flagship facility that spans 82,000 square feet and houses nearly 1,500 employees. This site includes two cafeterias that operate 24/7, hotel-style rooms for visitors, and an on-site medical clinic.
The second location adds 20,000 square feet of floor space. It is set up for 150 agents initially and has room for further expansion. Both locations are served by the technological infrastructure one would expect from a world-class industry leader.

Bangalore

Bangalore is among India’s ‘smart cities,’ with a labor force that skews toward the young and the educated. This center features a multi-lingual workforce and is among the fastest-growing cosmopolitan cities in Asia.

Mysore

A 23,000 square foot center in the growing city of Mysore is our newest location in India. Rich in tradition, Mysore is a favored destination for tourists, drawn by the city’s ornate palaces and heritage structures. It is also a significant education hub with a bustling IT industry that make the city a major software exporter.

Philippines

Our 28th floor perch over Pasig City district of Manila has initial space for 250-300 associates. The Philippines is a major BPO hub that is poised for continued growth. We draw from a tech-savvy, educated, and English-proficient workforce that is culturally aligned with the West.

GT@Home

Service delivery has changed by necessity and RemoteAbilityTM is part of that change. The remote office or employee is becoming increasingly commonplace, and some studies show that working remotely can increase productivity and job satisfaction.
LEARN MORE ABOUT OUR WORK-AT-HOME SOLUTIONS