Search

Multi-service Utility Provider

Customer Service Support – Industry Operations
This utility service provider supplies over 800,000 customers with its multi-service offering, providing landline, mobile, broadband, gas, electricity and insurance throughout the UK. They aim to deliver value by providing one simple bill for multiple services.

Client Needs

The client had been growing consistently at over 20% year on year, which presented a real challenge in maintaining the high level of service they’d been providing to customers whilst keeping costs lean. Looking to recruit experienced energy specialists independently was proving difficult, and this led to them identifying an outsourcing partner to provide customer service support. They required a flexible model with a provider that really understood their objectives, and that’s where DDC OS was able to come in.
Our UK locations and options for future nearshore and offshore facilities were key, alongside our extensive experience in utilities and ability to quickly recruit and train highquality customer service agents.

“A great outsourcer is one that takes time at the start of the project to understand your objectivesand your needs, and they are seen as an extension of your business, which is exactly what we have with DDC OS.”

Our Solution Summary

The solution included the following services:

  • Multichannel inbound customer service.

  • Back-office process support.

  • Extensive utilities experience and expertise.

  • Proactive outbound issue resolution

  • Flexible teams to handle peaks.

  • Complaint handling.

  • Delivered in the UK across 3 sites, supported by remote working.

    • Key Success Points

  • Rapid growth from 40 FTEs to 135 FTEs in three months.

  • 30 Sec Avg.

    New customer line average speed to answer <30 seconds.

  • Maintained NPS at +30, despite extensive growth and typically challenging winter period.

  • 2 Min Avg.

    Average speed to answer <2 minutes.

  • 9/10

    of customers would recommend our advisors.

  • +80%

    Customer Effort Score.

    • Start Your Project Now
    Our Solutions

    Customer Experience Related

    Case Studies

    Utilities – Energy Provider

    Telecoms – Broadband (& Multi-Utility) Provider

    Utilities – Industry Operations

    Distribution – Parcel Locker Service Provider

    Utilities – Energy Sector

    Finance – Financial Services
    Who We Are
    What We Do
    Sectors
    The DDC Group
    DDC-OS-LogoInverse-01-1

    DDC Outsourcing Solutions, Manton Wood Enterprise Park, Worksop S80 2RT

    DDC Outsourcing Solutions Limited – Ltd No. 2151319