Industry/Essential & Industrial
Energy & Utilities BPO in Kenya.
Clear, calm support for an essential service.
When the power or water goes off, customers need clear information and quick answers. We run billing, outage and payment support built for exactly that.
- Utilities, energy retailers, solar
- Clients
- Billing, outages, connections, payments
- Work
- Outage and weather plans
- Surges
- Consumer-protection aware
- Rules
Overview
Affordable energy and utilities BPO for companies in the US, UK, Germany and New Zealand
- 01
Billing support, meter and account queries, outage reporting, connections and payment assistance.
- 02
Billing accuracy and compliance with consumer-protection and regulatory rules come first.
- 03
Emergency-response capacity is added for seasonal and weather-driven call surges.
- 04
We support pay-as-you-go solar and off-grid companies across Africa in local languages.
At a glance
Targets are agreed per client and written into your SLA.
- Outage line coverage
- 24/7
- Routing for safety calls
- Priority
- Language support across Africa
- Local
What's included
What's included in our energy & utilities service.
Take one piece or all of it. Every item runs to documented procedures with an owner, a target and weekly reporting.
- 01
Billing support
Explaining bills and resolving disputes.
- 02
Outage lines
Logging outages and updating customers.
- 03
Meter queries
Readings, tokens and smart meter help.
- 04
Connections and moves
New connections and change of tenancy.
- 05
Payment assistance
Payment plans and hardship support.
- 06
Solar and off-grid support
Onboarding, PAYG payments and technical help.
Recommended services
The services energy & utilities teams use most.
Your customers' data, properly protected.
Energy & Utilities work runs on the same secure foundations as every Maxed BPO programme, with controls you can audit.
- Locked-down machines with no personal devices or downloads
- Role-based, logged access to your systems
- GDPR, Kenya Data Protection Act and PCI-DSS practices
- NDAs and data processing agreements as standard
How we tailor it
How energy & utilities outsourcing with Maxed BPO works.
Every sector programme follows the same careful path, built around your rules, systems and busy periods.
- 1
Understand your sector
We learn your customers, rules, systems and busy periods before anything else.
- 2
Hire for the job
We recruit people with relevant backgrounds and train them on your products.
- 3
Launch carefully
A supervised pilot with daily calibration before the team takes full volume.
- 4
Report and improve
Weekly reports, monthly reviews and headcount that flexes with demand.
Who it's for
Who uses our energy & utilities service.
- Electricity and water utilities
- Energy retailers
- Pay-as-you-go solar companies
- Gas distributors
- Smart meter providers
Platforms
Tools and platforms we work in.
Your team works inside the systems you already use. Don't see yours? We learn custom tools too.
- SAP IS-U
- Oracle Utilities
- Salesforce
- Angaza
- Genesys
- M-Pesa
- Zendesk
FAQ
Energy & Utilities: your questions.
Something else on your mind? Our team replies within one working day.
Speak to a specialist
Tell us your volumes and goals. We reply within one working day with a suggested team and price.
Get a free quoteCan you run an outage hotline?
Yes, with priority routing and rapid scale-up during major events.
Do you support solar companies in Africa?
Yes, including PAYG payment support in local languages.
How do you handle customers in hardship?
With care, following your hardship policy and escalation rules.
More industries
Other sectors we support.
Get a free energy and utilities BPO quote
A no-obligation consultation to design your team, hours and price. Most quotes are back within one working day.