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Case Study

Achieving High FCR Rates and CSAT Scores for an Energy Provider

Summary

Providing high-quality, adaptable customer service and back-office solutions for a Supplier of Last Resort.

When this established energy provider was appointed to take over the supply for affected customers through the Supplier of Last Resort (SoLR) process, it marked an unprecedented event—the first of its kind in nearly 20 years. Addressing process challenges immediately became a top priority to minimize customer disruption.

Together, as the chosen outsourcing partner, we identified all areas with backlogs and collaboratively devised a comprehensive strategy to tackle them. Operating as a Supplier of Last Resort comes with unique challenges—there’s no handbook or step-by-step guide to follow. Planning and executing the necessary changes required meticulous coordination and innovative problem-solving to ensure a seamless transition for both the provider and its customers.

Key Success Points

29

IMPROVEMENT IN THE FIRST CONTACT RESOLUTION RATE

20

REDUCTION IN CONTACT RATES IN AROUND 15 WEEKS

20

website enhancements to improve self-serve options & resolve issues faster

120,000

DIRECT DEBIT REVIEWS

58

Improvement in FCR

Client Needs

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.

Solution Summary
  • Award-winning campaign
  • Industry expertise and consultation
  • Cost savings and efficiencies
  • Quantifiable improvements across the board
  • Upskilling quickly to fit client's time-frame for improvement

"We decided from day one to work in partnership with The DDC Group. We found they were completely flexible to the constant changes we needed to make as a business, and within 6 months we were getting the level of performance and service our customers deserve and expect."

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