Achieving High FCR Rates and CSAT Scores for an Energy Provider

The DDC Group was proud to support our client in tackling critical challenges by systematically addressing backlogs and identifying customer service issues. To meet their needs, we quickly expanded the customer service team from 70 to 127 full-time employees in just three months. This swift recruitment effort showcased our ability to adapt to client demands and deliver results.

With the larger team in place, we focused on key priorities, including addressing billing challenges. This involved identifying why certain accounts remained unbilled, quantifying outstanding debts, and implementing effective solutions. Over 120,000 Direct Debit reviews were successfully completed during this process. Unsurprisingly, this led to a significant surge in call volumes, with the team managing over 17,000 calls in a single week—a demand handled seamlessly by our expanded workforce.

In parallel, we launched multiple initiatives to enhance overall service quality. Agents were upskilled to handle more complex issues, supported by a newly introduced quality control process. Additionally, we leveraged data from the contact center to optimize the client’s website, improving the customer journey and driving a notable increase in first contact resolution rates, which rose from 50% to an impressive 79%.

This collaborative effort not only addressed immediate concerns but also established a foundation for sustained customer service excellence.