Optima has more than 30 years of continuity and growth. Continuity in client relationships and in our staff. We believe this is unique in the contact center business. Let us show you what this continuity means for you.”
DON MACLEOD – President
Who We Are
Founded in 1992, Optima is a business services provider specializing in complex customer service outsourcing with a focus on utilities.
Over the years, Optima has developed a reputation for excellence. We have built the most loyal and long-standing group of client relationships in our industry. These include five major utilities with customer bases as small as 60,000 to over 1,000,000.
Today we handle millions of customer contacts annually, including 3,000,000+ for electricity and water utilities clients alone. We are by far the largest provider of outsourcing services for utilities in Canada.
Optima operate as both sole service provider and as compliment to in-house resources. We offer on-site, hybrid, and work-from-home service models.
Obviously, solutions for each client vary according to their specific needs. But what every client gets is a committed Optima team that builds and maintains optimal relationships from the moment customers or prospects pick up the phone, open a web-chat, or send an email. We continuously build on our success by learning from each day’s customer interaction.
100% of Optima staff is located within North America.
Our Mission
Optima Communications is dedicated
to being the best at delivering optimum results
through quality customer contact
with value-added servicing to a select a group
of long-term clients.
What We Do
We deliver world-class customer interaction through 150+ different services, saving you up to 50% savings in customer service costs compared to in-house options.
24/7 Service outage support
Disconnect / Reconnect meter
High bill inquiry
Self-serve requests
Manage master & satellite meters
Smart, suite & bulk meter
Customer connections
Move in / Move out
Landlord agreement
Conservation & demand
Account portal
First-party collections
Pay plan
Payment arrangement
Low-income customers
Escalation management
General inquiries,
commercial & residential
Contact Us emails
Live chat
Online move exceptions
Streetlight outage
…and much more
Transfer funds
Bill reprints
Credit reference letters
Issue refunds
Payment tracking
Key accounts
Remittance
Write-off accounts
Undo estimates
Locate meters
Returned mail
Idles
PAD (pre-authorized debit)
Bank unidentified payments
Aged credit
Charge backs
Billing exceptions
Equal payment plan setup
Billing adjustments
Exception handling
…and much more
Technology as a Tool
30 years of identifying, developing and applying technology to contact center solutions provides a rich foundation for the effective use of technology for every client’s situation. We seek first to understand the unique business opportunities and challenges of your assignment, and then identify how technology can best be leveraged to improve outcomes. Today this includes practical, real-world application of AI, as suited to the project.
The Optima production environment is anchored with the world-leading, omnichannel Genesys Cloud platform. Our IT Solutions team has an ideal range and depth of experience designing and deploying technology support built to your program objectives. This custom-tailored environment and its tools add strength and efficiency to our work on your behalf.
Wherever activity can best be accomplished by technology, our solution will be built accordingly. Where activity is best supported by live agent, our technology will be crafted to support their actions to help us accomplish more faster and to support the best customer experience.
In all cases, our technology and knowhow will ensure management is empowered with the perfect information and tools to optimize results, and provide fast, pertinent data and feedback to you to help guide your business decisions.
Business Service Channels
We are omnichannel
INBOUND PHONE
INBOUND
PHONE
OUTBOUND PHONE
OUTBOUND
PHONE
EMAIL RESPONSE
RESPONSE
WEB CHAT SUPPORT
WEB CHAT
SUPPORT
ADMIN SERVICES
ADMIN
SERVICES
Benefits of Outsourcing
- Up to 50% in cost savings compared to in-house contact center model.
- Painless scalability with virtually no limits.
- Reliable service levels with outstanding customer experience.
What Our Clients Say
“Service levels and customer experience were being negatively impacted by auto-dialer calls. Optima deployed their Smart Dialer solution to manage contact cycles, reduce wait times and drastically improve customer experience.”
“An IVR analysis uncovered a missed opportunity to connect with customers outside of regular hours. Within weeks, Optima deployed an extended shift from 4:30 pm to 8:00 pm to improve customer experience.”
“We accumulated a significant backlog of back office work. Within three weeks, Optima absorbed all back office functions and actually reduced turnaround time by over 40%.”
“Hats off to the Optima Team! I want to personally thank each and every one of you for working so hard to make our recent campaign such a success. Together, our leaders and the Optima team continue to raise the bar higher and higher. As a result, this was one of our biggest seasonal campaigns ever!”