High Volume Call Answering (HVCA)

Designed to field the heavy incoming call traffic associated with power outages.

This unexpected spike in call activity can quickly overload circuits and overwhelm call centers. High Volume Call Answering (HVCA) routes calls away from the utility across its massive interactive voice response (IVR) platform. The system collects and feeds pertinent information into utilities’ outage management, customer information and workforce management systems. Not only that, it returns estimated restoration times to customers and performs restoration verification call-backs.

With TFCC’s massive capacity, you’ll be able to answer every inbound call while keeping your outbound lines open – allowing you to meet your customers’ ongoing needs without interruption.

No caller receives a busy signal, and customers immediately receive information and peace of mind. HVCA enables utilities maintain operations and provide superior customer service – even during an emergency.