New Board Appointments

Joe and Michelle

DDC Outsourcing Solutions (DDC OS) are pleased to announce the appointment of two new directors to our board. Michelle Davies, who has been with the company for five years joins the board as Chief Governance Officer. Michelle will support DDC OS by ensuring good governance structures exist throughout, and the interests of all stakeholders are […]


In 2019, we visited the topic of customer service expectations and what the future would look like within this space. As was the case then, consumer behaviour is still variable and hard to predict, but there are certain trends that brands should be aware of to ensure their customer service is of a fantastic standard.   […]

Trusting Outsourcers With Your Brand

One of the main objections we hear in relation to outsourcing customer services is brand protection, and as a marketing department, it’s one we can certainly relate to. You’ve invested everything into growing your business; you are proud of your team, reputation and culture, but you are growing rapidly. You need extra resources and support, […]

Part 5: Collaborating with an Outsourcer (A Supplier’s Guide)

As the way customers engage with their utility suppliers and general purchasing behaviours change, the rise of the contact centre world is showing no signs of slowing. By 2027, the industry is expected to reach a value of $496 billion (Statistica), and in turn, demand for outsourcing contact centre services is due to grow.    With […]

Part 4: The Importance of Communicating Effectively with your Customers

Recently, customers have been worried and concerned around matters such as supplier of last resort processes and price increases, and it is during such times that communication is crucial. The changes have been confusing to those of us ingrained in the market, let alone the end-users, amplifying the importance of communicating effectively. Customer communication is […]

Part 3: Supporting Vulnerable Customers

There are a lot of challenges facing customers currently with the rising cost of living and the impact financial burdens have on mental wellbeing. That is why Ofgem’s directive – that the energy market ‘is accessible, inclusive, and responsive to the needs of all consumers, including those in vulnerable situations’ – is more imperative than […]

Part 2: Delivering Best in Class Customer Service

A big focus in Utilities, as in many industries, is the evolution of customer service offerings in a post-pandemic world. How have the customer expectations changed? Which communication channels are being used, and how effective are they? Moreover, where can innovation make life easier for providers and customers alike?   As stated by Five9, the intelligent […]

Part 1: Utilities & The Customer Experience

  The utility market has been experiencing unprecedented change; it is practically impossible to watch the news and not hear about the soaring energy prices and the knock-on effects on our economy and communities alike. The industry has a number of challenges to overcome in 2022, but that’s not to say that progress has not […]


THE TOP THREE CAUSES OF CUSTOMER STRESS AND DISSATISFACTION Taxing customer service experiences are the source of great frustration to the modern-day consumer with high standards. The customer expectation – when making a call – will be that of resolution, not further complications. Whether it’s a simple query or complex problem that needs resolving, the […]

Catch us at the Call & Contact Centre Expo 2021

The tools, systems and ideas revolutionising the world of customer engagement will once again be taking London by storm on the 16-1 7 November 2021 at the ExCeL London, for another instalment of the revolutionary Call & Contact Centre Expo, Europe’s leading event for customer engagement professionals! Your free ticket for the Call and Contact […]


Today is #EmployeeAppreciationDay so we spoke to our CEO, John Callachan about our workforce at DDC OS. Here’s what he said:  Any of us working here at DDC OS know how passionate you are about our people, tell us why?  Our employees are the difference between success and failure, to say they are crucial to the success of the […]