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Case Study

Increasing CSAT Scores for an Energy Tariff Switching Service

Overview

This client is an automatic switching energy service in the UK that takes the hassle out of comparing energy tariffs on the market. They offer an impartial service that searches the UK energy market every day, then automatically switches the customer to the best energy deals. As an energy challenger brand in the competitive switching space, good customer service is of the utmost importance. To support with their growth plans, they were looking to partner with an outsourcer who could offer experience in the CX and utility space.

Client Needs

The client wanted to offer customer support across account queries, meter reading support, erroneous transfers, client service queries and processing of account switches. To do this the support would be offered via a multitude of channels including live chat, emails, and outbound calls.

Our Solution Summary
  • Sarajevo, Bosnia-based teams delivering exceptional support
  • Scalable resources tailored to meet demand seamlessly
  • Consistent improvements in ticket resolution rates and customer satisfaction, aligned with SLAs
  • Significant reduction in ticket reopen rates
  • Noticeable increase in CSAT scores year-over-year
  • Strong, transparent communication between the client and The DDC Group

It's a Success!

17.27

increase in CSAT scores

46.67

drop in reopen rates achieved
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Helped the client cut costs and focus internal resources on key areas
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Prevented backlogs during busy periods, ensuring smoother operations

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