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Case Study

Driving Growth with Efficient Operations for an Energy Provider

Overview

This client was a new entrant into the energy market and a non-profit organisation. They quickly became a popular provider and, as a result, started experiencing exceptional levels of growth. In turn, the customer service requirements were increased. They began to realize that they didn’t have the in-house capabilities to cope with this new demand and that they needed an experienced outsourcer that could quickly and efficiently support them.

Client Needs

The client needed a partner with the expertise and experience to support their rapid growth. Initially, their focus was on outsourcing billing and back-office operations. However, as their white label business expanded, their needs grew to include flexible inbound call handling and complaint management services.

Our ability to adapt and stay flexible was a key factor in their decision to work with us. Rapid growth can quickly become overwhelming without the right processes in place. To help the client navigate this challenge, we provided regular business intelligence and detailed reporting, offering insights not only to optimize the processes we managed but also to enhance the efficiency of their internal teams.

Solution Summary
  • Aligned with the client’s tone of voice to improve response times and reduce complaints
  • Scaled workforce flexibly during peak activity periods to ensure seamless operations
  • Delivered regular business intelligence and reporting to support internal and external decision-making
  • Implemented a new communication stream, significantly reducing customer contact volume
  • Developed a comprehensive complaints process using industry expertise
  • Ensured accurate billing management by dedicated agents
  • Configured a new email management tool for enhanced control and service delivery
  • Improved average speed to answer, boosting overall customer satisfaction
  • Provided a hybrid front and back-office solution with multiskilled agents for greater efficiency

Benefits
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Highly adaptable, managing rapid growth and fluctuating demand with ease
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Industry expertise enhances customer experience and satisfaction
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Seamlessly extended the client's brand, maintaining tone and consistency
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Boosted speed-to-answer and first contact resolution rates
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Reduced wait times and complaints, elevating customer satisfaction
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Lowered cost-to-serve without compromising quality
"We have developed a strong working relationship with DDC. We are able to utilize the team to not only meet call demands but also work on a range of back-office processes as and when peaks require additional resources."

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