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 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 many 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 many more

Business Service Channels

We are omnichannel

INBOUND PHONE

INBOUND

PHONE

OUTBOUND PHONE

OUTBOUND

PHONE

EMAIL RESPONSE

EMAIL

RESPONSE

WEB CHAT SUPPORT

WEB CHAT

SUPPORT

ADMIN SERVICES

ADMIN

SERVICES

Benefits of Outsourcing

  1. Up to 50% in cost savings compared to in-house contact center model.
  2. Painless scalability with virtually no limits.
  3. 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.”

case study from an Optima Utility Client

“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.”

case study from an Optima Utility Client
“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%.”
case study from an Optima Utility Client

“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!”

Director, Customer Care, major Canadian energy utility

Ready to Talk?

Do you have a business challenge or opportunity we can help with?