Key Discussion Points from the Podcast 

Leveraging People Power in Technology 

In their conversation, Sarah and Martin emphasised the importance of combining advanced technology with people power. Sarah pointed out that while technology is now more accessible and easier to implement, the real challenge is taking the workforce along on this technological journey.  

Both Sarah and Martin noted the rapid advancements in technology within the contact centre industry. A decade ago, discussions about technological change often felt more speculative than real. Today, however, these changes are happening at a dizzying pace. From AI-driven customer interactions to self-service capabilities, the landscape is evolving. Sarah believes that organisations must not only adopt these technologies, but also ensure that their teams are equipped to harness these tools effectively.  

Elevate at DDC OS 

Another key talking point was Sarahs involvement in the Elevate initiative at DDC OS, aimed at harnessing internal talent and expertise to deliver strategic innovation to the market. This program is about showcasing the wealth of skilled within the organisation and using them to drive client success. Sarah shared a story of a frontline advisor who developed new code that significantly reduced processing time and costs, demonstrating the untapped potential within contact centres. 

Looking Ahead: Challenges and Opportunities 

Sarah and Martin concluded their discussion by reflecting on the challenges and opportunities facing the industry. The role of contact centre leaders has undoubtedly become more complex, requiring a delicate balance of technology expertise and people management skills. However, both remain optimistic about the future. Sarah believes that with the right investment in people and technology, the contact centre industry can continue to thrive and evolve.  

Join the Conversation  

Sarah Hunt’s appearance on ‘Get Out of Wrap’ is a testament to the dynamic and evolving nature of the contact centre industry. Her insights not only highlight the challenges but also the opportunities that lie ahead. For those interested in exploring how DDC OS can help businesses leverage technology and people power contact us today.  

You can find the full podcast here and all our other podcast appearances here.   

Recently, a report from the BBC showed just how important this is, drawing attention to the increasing number of complaints faced by broadband and telecom companies in the UK.  

What’s interesting about this report is that while many organisations in the market offer similar services, the level of satisfaction among their customers differs drastically.  

Ultimately, companies can’t avoid receiving complaints but can take the right approach to dealing with them.  

The Value of Effective Complaint Management 

Customers complain about a range of reasons, and those complaints are often more valuable than you’d think. Reports tell us that only a handful of customers actually complain to a company directly; the rest (91%) leave and buy what they need from a different company.  

This means a complaint is an opportunity for you to prevent your customer from abandoning your brand. Studies show that 83% of customers feel more loyal towards brands that actively respond to and resolve their complaints. 

Complaints are also a chance for you to spot problems that might cause other customers to churn before they have a massive impact on your retention rates.  

Even complaints about things beyond your control can be helpful. If you notice that customers regularly complain about service outages and issues, proactively contacting them when there’s a problem with the service could reduce their frustration.  

How to Handle Customer Complaints Correctly: Top Tips 

Dealing with a complaint quickly, effectively, and empathetically can be an excellent way to turn an unhappy customer into a valuable advocate for your brand. One report from the Harvard Business Review found that customers who have their complaints handled in five minutes or less often spend more time with a company in the future.  

So, how do you master complaint management? 

Step 1: Listen and Empathise 

Listening is the key to resolving complaints correctly. It’s easy to get defensive when speaking to a frustrated customer, but they’ve contacted your company for a reason. It’s your job to get to the bottom of the problem with empathy.   

Train your agents to use active listening practices like open-ended questioning to ensure they understand the root cause of the customer’s problems. Collecting details about a customer’s order history, details, previous complaints, and issues will make it easier to resolve customer issues quickly. Plus, it ensures that if, for any reason, an agent needs to transfer a call to someone else, the customer won’t have to repeat themselves and start from scratch—a very frustrating practice that’s all too common.  

Of course, only if you are in the wrong, but sometimes, all your customer really wants is for someone to apologise and acknowledge their frustration.  

Studies have shown that customers are more willing to forgive and keep buying from a company that apologises for its mistakes. However, don’t just stop with an apology; thank the customer for bringing the issue to your attention. Then, if possible, it’s time to solve the problem… 

Step 2: Find a Solution 

Some complaints are easy to resolve. If a customer is unhappy with the quality of a product they’ve bought, you can offer them a refund or replacement. Other issues are a little more complex. For instance, a service outage can’t always be resolved quickly. Have clear guidelines available for the team so they know how to handle the issue, clear lines of escalation, and empowerment to make judgment calls to resolve issues to the customer’s satisfaction.  

Step 3: Record Their Feedback  

As mentioned above, complaints are more valuable than they seem. They can offer incredible insights into ways your company can improve and evolve. The only way to detect opportunities for growth is to record your customer’s feedback and look for patterns.  

Examine any complaints you have received and brainstorm ways to prevent the same issue from happening again. Detailed data dashboards can be key to help quickly analyse and action such insight. 

Step 4: Be Proactive  

Complaints might disappear when you solve a customer’s problem, but the frustration they feel towards your company can linger. The best way to repair the relationship is to follow up. Send an email or SMS asking for feedback on how the complaint was handled and if you can do anything else to aid them. Maybe offer a further discount or promotion or flag their account to prioritise care should the issue re-arise. Is it something you are looking to fix on your transformation roadmap, why not keep your customers updated?  

Optimising the Complaint Management Process 

Complaints are important. They offer feedback on your product and service and give you a second chance to retain and develop a loyal customer. However, handling complaints well and consistently can be challenging.   

At DDC OS, we offer a solution. We can provide access to an outsourced complaints service team, expanding your capacity or handling complaints management as a whole, ensuring you can respond quickly and compliantly to customers when complaints arise.  

With a little extra help, you can turn complaints from a daunting prospect into something that helps your company grow.  
 
Get in touch today and follow us on LinkedIn

For customer service professionals looking to stay ahead of the curve, here are the top three trends to watch out for in 2024: 
 

1. The Rise of AI in Customer Experience (CX)

Artificial Intelligence (AI) isn’t just about chatbots anymore. In 2024, AI is set to revolutionise CX in myriad ways. Whether it’s predictive analytics to anticipate customer needs, intelligent automation to streamline processes, or advanced machine learning algorithms that improve over time, AI is transforming how businesses interact with their customers. Embracing AI in CX can lead to improved efficiency, greater customer satisfaction, and a significant competitive edge. 

2. Personalisation: The New Normal 

In an age where customers are inundated with choices, personalisation has become the key to standing out. More than just addressing customers by their name, it’s about providing tailored experiences that reflect their preferences, buying history, and even future needs. By leveraging data and technology, businesses can create highly personalised interactions that make customers feel valued and understood, leading to increased loyalty and repeat business. 

3. Trust as a Competitive Advantage 

In 2024, trust isn’t just nice to have—it’s a must-have. Customers are increasingly conscious of their data privacy and demand transparency from businesses. Companies that can demonstrate a clear commitment to data security, ethical practices, and honest communication will gain a significant advantage in the market. Trust, after all, is the foundation of any successful customer relationship. 

As the world of customer service continues to evolve, staying ahead of these trends is crucial. But you don’t have to do it alone. At DDC Outsourcing Solutions, our customer service specialists are ready to help you navigate these changes and deliver exceptional experiences that meet your targets and keep you relevant in the industry. 

To learn more about how we can help your business stay ahead of the curve, visit our website Expert Outsourcing Company | DDC Outsourcing (ddcos.com). Here’s to a successful and customer-centric 2024! 

Retail, a sector that has always been on the move, is about to undergo even more significant changes. In this follow-up to our previous blog post on the top five retail trends, we explore how these developments could impact customer service and outsourcing. 

Trend 1

In the age of omnichannel retail, the line between physical and digital shopping is blurring. This shift requires a new breed of customer service agents who can thrive in both environments. The evolution from brick-and-mortar stores to online platforms to social media interactions demands a versatile skill set. This transformation might necessitate extensive training and development opportunities to ensure agents can deliver a seamless customer experience, irrespective of the channel. 

Trend 2

AI is no longer the future – it’s the present. With AI tools automating routine tasks, customer service agents can concentrate on resolving complex issues that require a human touch. While chatbots and virtual assistants tackle straightforward queries, human agents will become critical in handling escalated cases and providing personalised service. However, retaining the ‘human’ element in customer service is vital as automation becomes more prevalent. 

Trend 3

The diversification of shopping channels brings its own challenges. Ensuring customer service teams can handle inquiries across all channels will require businesses to develop multi-skilled agents. Whether it’s traditional phone calls, social media interactions, live chats, or even emerging technologies like VR and AR, agents must be adept across platforms. 

Trend 4

Customers are increasingly aligning their purchasing decisions with their personal beliefs and values. As such, customer service agents must embody the company’s ethos, acting as brand ambassadors. They’ll be more than just problem solvers – they’ll be the face of the brand’s values and mission. 

Trend 5

In a world where convenience is king, customer service strategies must evolve. Speedy response times, round-the-clock availability, and efficient problem resolution will become the norm. This shift may demand flexible working hours for customer service agents or the establishment of global service teams to cover various time zones. 

While these trends present a host of opportunities for enhanced, personalised customer service, they also bring challenges. Businesses will need to invest in training and development, reevaluate their work methods, and prioritise value alignment and convenience. 

Prepare Your Business for the Future of Retail 

As 2024 approaches, it’s clear that the retail landscape won’t stand still. To prepare for the future, businesses must adopt a comprehensive approach that appeals to modern customers’ needs and wants. 

With demands at an all-time high, ensuring your business has access to the additional skills and support it may require is crucial. Outsourcing essential processes can help reduce costs and enhance revenue potential. 

Discover how outsourcing can transform your retail business and put you ahead in this ever-changing industry.

Providing good customer service is vital to building a good reputation and loyal customer base. A recent study by Salesforce showed that 80% of customers consider their experience with a company as important as its products. And, according to SuperOffice, 86% of buyers are willing to pay more for a great customer experience.  

You can spend years improving customer service, but one bad review can disproportionately affect business perception. Unfortunately, this is where the ‘Negativity effect’ can play its part, meaning customers are more likely to trust a negative review and share a negative experience over a positive one. So, as a business owner or leader of customer service operations, it’s hugely important to try and avoid bad customer service. 

What does bad customer service look like?

No reputable business goes in with the plan of creating scary customer service, so let’s take a look at examples of bad customer service and then see how we can take measures to rectify this and avoid negative customer reviews. 

1. Mismanaging social media 

Many companies have yet to master social media, especially when it comes to handling complaints and customer service requests. They may be great at keeping up-to-date with trends and creating the most effective Instagram reel, but can often fall short when simply responding to customers who message their page or comment on social media posts with questions or with negative feedback.  

Companies should put the same investment into social media customer service that they do in growing their social media presence. Having trained customer service and support employees constantly monitor social media channels and respond to customer feedback is a great way to avoid a crisis. 

2. Being kept on hold

It can be frustrating to be kept on hold for an unreasonable amount of time, especially when time is of the essence. The 2019 State of Conversational Marketing Report showed that 75% of people think that a telephone call should be answered in under 5 minutes, and a huge 82% thought an online chatbot should provide a response in less than 5 minutes, increasing from the previous year’s stats. This increase in customer demand is building pressure on businesses to lower their on-hold times and ultimately improve their customer service.   

3.  Customers simply can’t reach you

We’ve all been there when you need to get in touch with a company but can’t find their contact details. There’s a reason some companies keep their phone number hidden – they simply haven’t the people power to deal with a large influx of calls, and some have such convoluted procedures to contact their company that a phone number isn’t a viable solution. That’s where transparency needs to come in. It’s best to present people with your contact details, even if it’s just an email address. If customer service is something your company isn’t familiar with and doesn’t have the expertise to handle in-house, why not consider outsourcing?  

4. Providing insufficient chatbot support

When customer service teams become stretched, companies look to chatbot to ease the pressure. Chatbots are attractive to businesses because they’re capable of taking on the small tasks usually dealt with by customer service teams, and ultimately help to reduce phone queries. However, if the chatbot it is poorly built and not tailored to your customer’s specific requests, it can cause more harm than good, leading to frustrated customers and in increase in customer service calls. 

Chatbots also need updating as your product and business services increase. If your product or service is too complicated for simple requests, then chatbots may not be the answer for you. Not only that, chatbots often have the inability to understand emotions and personalities, unlike a human. Notably, chatbots are still treated with some caution. For example, Userlike conducted a survey in 2022 that showed that only 23% of those asked said they would trust a chatbot to settle disputes, and only roughly 1/3 third would trust it to pay a bill.  

So, how can we overcome these pitfalls in customer service?

1. Hire the right people 

It might sound like an obvious one, but when recruiting your customer service team, it’s important to prioritise candidates who possess the right customer service skills. Empathy, enthusiasm and good listening and communication skills will enable them to establish positive communication with customers and understand their needs effectively.  Not only that, the ‘right people’ should reflect your brand and culture; for most customers, they’re their first point of contact, so it’s paramount they should represent the organisation in the best possible light. 

2. Train and empower staff 

You’ll need to provide sufficient training to enable the CSRs to carry out their job effectively, making sure they’re fully emersed with the company brand and values. But as well as providing training, it’s important that you empower your staff to enable them to fully support the customer. So why not give them the authority to help appease customers and resolve issues quickly with capped refunds, discounts and other similar compensation? This leverage could help prevent putting customers on hold or getting back to them at a future time, which only adds to customer frustration and places more stress on the customer service operation.  

3. Use technology to your advantage 

Technology can be a powerful tool for improving customer service. Investing in a customer relationship management (CRM) system, which can help you track customer interactions and provide a personalised service, can help improve your overall customer experience. In the same way, it’s important to monitor and measure customer satisfaction. You can do this through surveys and feedback forms and analysing the data to help form a proactive customer service campaign. There are companies that can analyse this data for you, removing the need for you to hire and manage this in-house. 

4. Outsource customer service 

Businesses know their product inside out and are experts in what they’re selling. However, they may be lacking expertise in other areas that can make or break an organisation. Customer service is one of those areas. Seeking to outsource customer service or other parts of your business can help you concentrate on your core offering – what you are the experts in. Outsourcing removes the need for permanent employees, training, office space and costly recruitment fees.  

Avoiding bad customer service is essential for building a loyal customer base and maintaining a positive reputation. A whole host of measures can be drawn upon, including traditional and technological, to make sure you avoid scary situations and customer horror stories. Why not see how DDC OS can support your business – contact us today! 

Black Friday is a phrase that elicits an immediate emotional response from virtually everyone that hears it. These two words can immediately send customers reaching for their wallets, but they also have a habit of creating tidal waves of pressure for business leaders and customer service reps. 

The good news is that Black Friday represents an incredible opportunity for virtually any retailer (online or offline). Even in spite of the cost-of-living issues and economic pressures, online sales increased 23% during Black Friday 2022, compared to the same period in 2021.  

In 2021, UK consumers spent over £9.2 billion during Black Friday weekend. As customers continue to crave great deals to help them overcome the cost-of-living problems, retailers have an excellent opportunity to capitalise on the growing momentum of sales shopping this year.  

However, there’s one thing that business leaders need to focus on before they can discover the benefits of Black Friday bargains for themselves: customer service.  

Customer Service: The Key to Black Friday Success 

Black Friday, while often profitable, can present several challenges to business leaders. The biggest challenge of all is usually maintaining exceptional customer service. In fact, according to some studies, the number of customer support tickets raised during Black Friday can increase by around 50%.  

Overwhelmed customer support employees can often struggle to deliver experiences that live up to customer expectations—leading to a loss in loyalty and massive churn once the sales period is over. However, the brands that can preserve their customer service strategy can see amazing results. 

For instance, one report found that customers who receive “excellent” customer service during Black Friday in the UK spend up to £51 more with each retailer. Additionally, 9 out of 10 people who received great customer service on Black Friday shopped with the same retailer again.  

The question is, how do you manage the influx of customer service requests? 

Top Tips for Handling Customer Service Influxes 

Today’s customers expect amazing experiences from brands on a consistent basis. Even if your teams are overwhelmed by additional support requests, they expect you to be able to deliver the same high-quality support, guidance, and personalised service.  

Fortunately, there are ways companies can prepare for the fluctuations of Black Friday. 

1. 1. Make Accessing Support Simple 

Most customers are in a hurry on Black Friday, eager to take advantage of deals before they disappear. They don’t always have time to search through your website for contact details or track down your business on Google. With that in mind, it’s worth looking for ways to make the path to support as streamlined as possible. Ensure you include regular, visible buttons and links for contacting your team via services like chat or social media.  

Part of making support as easy to access as possible is also ensuring you’re available to respond on all of the channels your customers already use. Google shows that most customers spread their shopping journey across multiple channels, and they want to be able to interact with your company where is convenient to them.   

If you don’t have an omnichannel strategy for customer service already, now could be the perfect time to implement one. Find out where your customers usually look for support, and make sure your in-house and outsourced teams have access to those platforms.  

2. 2. Take Advantage of Self-Service Tools 

Since customers crave speed during Black Friday, there’s a good chance they’ll look for ways to resolve issues rapidly themselves before contacting your team. Around 81% of customers will try to address an issue themselves before contacting a representative.  

Providing your customers with easy access to self-service tools, like FAQ pages and information about your shipping and delivery times, can help to improve customer satisfaction significantly. It also means you can reduce some of the volume of requests coming through to your service team.  

Just remember, not every customer will be able to resolve an issue using self-service solutions alone. Make sure it’s easy for your customers to move from an AI chatbot or FAQ screen into a conversation with an agent as quickly as possible if they need to access human assistance.  

What’s more, remember that your website needs to be configured to effectively manage large volumes of traffic and chat requests. Ensure any of the apps you’re using for things like live chat, click-to-call, or AI-based chatbots can handle an increase in demand.   

3. 3. Be Proactive 

Another excellent way to improve your customer service strategy for Black Friday is to take a more proactive approach to CX. There are various ways you can get one step ahead of potential customer problems. For instance, if you know your customers are likely to have questions about shipping and delivery times, create an FAQ page where they can find answers.  

If you know that you might have issues with supply chain and delivery times, reach out to your customers proactively and let them know what to expect. Customers are more likely to be forgiving of delays when you’re transparent and straightforward.  

4. 4. Use Data to Your Advantage 

One of the best ways to turbocharge your customer service strategy for Black Friday is to take advantage of as much customer data as possible.  

You can more effectively predict what to expect from this year’s sale period by utilising the data you have about website traffic and sales from the previous years. You can use this data to help you prepare for service requests; which channels were the most popular? Which issues were most common? Can you do anything to encourage self-serve of the key issues or make any operational improvements?  

You can also use data from your CRM and similar databases to create more customised offers and personalised experiences for your customers. Find out your core customer segments and email them in advance with specific deals tailored to their interests.  

Don’t Let Customer Service Slide on Black Friday 

If your customer service strategy slips during Black Friday, it can have a long-lasting impact on your brand reputation and ability to convert customers. During stressful periods, customers expect exceptional service more than ever. Failing to deliver true excellence, even during busy times, could mean you lose your customers to your competitors.  

Follow the steps above to improve your chances of excellent results this Black Friday. Feel free to reach out to DDC Outsourcing Solutions to discuss your challenges and how we are solving them for leading retailers.   

So, delivering good customer service must be balanced against keeping costs as low as possible. At the same time, it’s vital to understand and manage compliance with ever-changing industry regulation – balancing a complex set of requirements around the Licence Conditions is tricky – and understanding the constant flow of information from the regulator and changing government policy is vital to ensuring that your business model stays compliant. 

Sounds simple, right? Of course not! That’s why partnering with organisations across the sector that can specialise in certain aspects can be so fundamental to success.   

Why is getting it right from the start so important? 

We’ve been working with energy suppliers for many years and have seen the full range of issues as they occur. Experience tells us that energy is not an industry that forgives easily – It can be very difficult to recover service levels from a build-up of errors– but can you stop issues from occurring in the first place?

The first critical stepping-stone is to try and solve customer problems on first contact, which can stop issues from escalating and means less bad debt further down the line. A customer is unlikely to settle a bill in dispute – so as soon as you can resolve the issue, the sooner the bill will be paid, and the debt is unlikely to escalate, compounding the problem. But how do you avoid those expensive customer contacts in the first place? 

Reducing Customer Contact  

Getting the first bill right is critical to preventing errors from snowballing (and avoids that first customer inbound contact) and means you can build up a trusted relationship with a consumer.  That means suppliers should be taking a razor-sharp focus on the onboarding of new customers. 

Some key questions that you should be asking yourself before things start to go wrong. Do you have the correct data from your customers, and do you know what your system does with that data?  Where are the gaps?  Who is working on the issues, both in terms of preventing them and solving them? 

First things first – have you gathered the right data from customers to make sure you can bill them?  Has the first Direct Debit been collected correctly? Are you actively checking for failure, and is the data you’ve got from the previous supplier correct?   

Getting your systems set up correctly is critical here, too – have you got debt tolerance and meter read tolerance set correctly, for example?  Too tight, and you will get ‘pinged’ with errors and failed bills constantly, and too loose, you’ll set yourself up for disaster further down the line when large amounts of debit or credit may build up in the system, impacting cash flow and damaging customer trust. 

Lots of questions, but how about some answers?  

Granted, we focussed a lot there on potential pitfalls and things to consider. But, when in business are things simple, when do we get the luxury of having to consider only one or two things? The good news is that there are people and organisations that can help.  

As an outsourcer with extensive experience in utilities, we have helped solve many of these issues for energy suppliers. From end-to-end processes to a more modular approach. Each supplier is different, and therefore, so is our approach to solution design.   

Key to our offering is being able to support from both a customer-facing perspective and also working on back office tasks in the background, ensuring everything is running smoothly. It gives us a holistic view so our experienced agents can truly support customers and avoid future contact.  

Get in touch to learn more.  

If your budget is limited, you might assume allocating funds to things like product development, advertising campaigns, and sales strategies is far more lucrative than doubling down on “CX”. However, the statistics show a different story.

Even in a world where brands can easily spend a significant portion of their budget on outsourced talent, enhanced analytics technology, and omnichannel services, the return on investment for CX is impossible to ignore. Around 87% of business leaders say customer experience is their biggest growth engine, delivering more revenue, customers, and results than any other strategy.

The ROI of Great Customer Experiences

In virtually every industry, the research shows that investing in great customer experience pays dividends. Customer service is no longer a “money sink” for major brands, but a valuable investment, capable of boosting loyalty, retention, and even customer spending habits.

Gladly’s “Customer Expectations” report for 2022 found 72% of consumers are willing to spend more on a brand that guarantees a good customer experience. The research found “customer loyalty” and satisfaction levels are the most significant indicator of whether a business will thrive or not.

Gladly’s research isn’t the only report to highlight the financial value of good CX either. Studies have found investing in CX can boost your revenue streams by:

• Increasing customer loyalty: Happy customers are more likely to stay with your brand, and continue purchasing from your company. Alternatively, 83% of customers will leave a brand based on a bad service experience alone. Studies by Bain & Company found using good customer service to increase retention by 5% can be enough to increase profit by 25%. That’s because repeat customers spend up to 300% more than new clients.

• Enhancing average order value: 66% of customers say they prefer brands that can make personal recommendations based on their previous purchases. What’s more, 1 in 4 customers actively purchase products recommended by service agents. Investing in good customer service gives your business more opportunities to increase average order value through cross-selling and upselling opportunities.

• Improving sales numbers: When it comes to generating new sales, your chance of selling to an existing, satisfied customer is 14 times higher than your chances of selling to a new customer. What’s more, 72% of customers say they’ll share a positive experience with 6 or more people. Investing in customer satisfaction can help you expand the reach of your brand, and attract new potential clients.

• Reducing customer churn: All companies lose customers, but you’re far more likely to miss out on long-term, loyal clients if you don’t have the right customer service strategy. 42% of customers say they would stop buying from a company all together after just 2 bad experiences. What’s more, 55% of customers intending to make a purchase from a brand say they backed out because of poor service.

• Boosting brand reputation: A strong brand reputation instantly equals better profits. When customers know they can rely on your business to deliver excellent experiences, they’re more likely to purchase something from you. Having a good reputation for good service can also significantly reduce your “customer acquisition cost”. Studies show companies with great reputations can spend less on marketing and promotion to lure new customers.

Customer Experience is the Best Investment for Your Brand

For years, the “customer experience” strategy has been overlooked by brands. While it’s true investing in outsourced professionals, and tools for excellent customer service can incur a cost initially, the value you earn in return is well worth the initial spend.

In fact, 83% of companies who believe in the importance of great customer satisfaction say they also experience rapidly growing revenue. Plus, brands with superior customer experience generate up to 5.7 times more revenue than their competitors.

Customer experience has now emerged as the ultimate differentiating factor for any brand. Invest in customer experience, and your clients will reward you with their loyalty, their money, and even by advocating your business to other prospects. Underestimate the value CX can offer, and you risk losing money, customers, and opportunities.

With that in mind, in this final instalment of Collaborative Innovation: Utilities & The Customer Experience, we dive into the collaboration between outsourcers and utility suppliers (and organisations in the ecosystem).   

When it comes to utilities and outsourcing, one of the key considerations should be – as we discussed earlier in this blog series – how to combine back-office processes and customer services. You can increase your value for money with outsourcing by creating a team capable of handling accounts from end to end – a team of super-agents, if you will. This increases the scope of services you can outsource to your provider and further eases your burden.   

Outsourcing Considerations 

Here at DDC OS, we have provided such services to the utility industry for a lifetime. From new entrants to challenger brands and established providers, we have experienced a host of challenges and have relished in delivering successful solutions for each. Such a range of projects has given us great insight into hitting the ground running with suppliers. So, here we discuss what you might want to consider when looking to collaborate with an outsourcer:  

• The Prenuptial.
  Outsourcing can be scary for some, especially if it’s the first time. The client may feel apprehensive and worried they would lose their connection with their service and customers. We embrace this and work with our clients to test their exit plan as they would test for disaster recovery. It’s great to be open about this – portability is so important, and we make sure we construct our solutions with this in mind. This approach builds loyalty!
   
• Measurable Outcomes.
  At some point somewhere, the decision to outsource was made with a business case in mind…cost, experience and scale. Keep that front and centre and measure constantly; after all, you will need to report your progress to the board!
   
• Outsource for Value, Not Just for Cost Savings.
  It’s really simple but get it wrong and you end up with the wrong type of supplier that can be very damaging to your customer’s brand.
   

• Integrated.
  It’s a bit like collaboration but better…it must still be part of your business with the same systems, services and promises.
   
• Outsourcing Maturity.
  You may be very mature in your outsourcing approach, and this might be the third or fourth generation…but don’t be complacent. Use this time to re-establish a connection with your services, lift the bonnet, ask the tough questions, fix something – don’t just move, fire, and forget. 

People, Expertise and Experience  

We’re delighted to have Jade Gash, Director of Utilities & Telecoms, here to discuss her experience of new and existing relationships with clients.  

 “The initial stages of a new project are essential. They can also be some of the most enjoyable; my role is all about building relationships, and discovery sessions are fundamental to that… the free cake often helps! That aside, clear, objective and honest communication is critical at this early stage. 

Here, the vital point is to understand the client’s objectives, ensure that we are a suitable partner, and then develop an appropriate solution to present.   

The onboarding phase is always challenging but in all the right ways! We introduce our wider team to the project, and things begin to take shape. Our early discovery sessions help to predict any bumps in the road so that we can really hit the ground running.  

The next phase is often the most exciting! Once campaigns are in a state of business as usual, we can begin looking at innovation and continuous improvement. That might be something day to day that we look to improve in a specific area or developing new reporting. Or it may be something more substantial, such as collaborating with our extensive network to deliver innovation that creates either operational or cost efficiencies for our clients.”   

Why DDC OS?  

OK, so you’ve got this far, and you’re ready to start your outsourcing journey, but in such a competitive market you are wondering, why should we choose DDC OS? Well, here are a few reasons that we believe make us the partner of choice:   

Extensive Experience:
Since 2015, we have been working with utility organisations; from suppliers to metering and software, we have implemented solutions at various stages of the customer journey. Because of this, we have a unique insight into the challenges that an outsourcer can support with.  

A Customer-Centric Approach:
As an established customer service provider, our 30+ years of knowledge help us understand a customer’s various touchpoints and deliver a service based on empathy and empowerment; we become an extension of your brand.   

Driving CX & Operational Efficiencies:
By being able to support customers through our contact centre and manage their accounts and ensure that behind the scenes are operating effectively, our multiskilled team can deliver better value: one team, one experience. 
 

“We hope you’ve enjoyed our short blog series in recent weeks; we are so excited to be at Utility Week Live. It would be great to talk about your outsourcing needs at the event or sooner! Please feel free to get in touch with me. Best wishes, Jade.”  

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Best Practice Considerations  

In outsourcing, we handle customer services for a range of brands in various markets. We, therefore, have a unique view on communication as a whole and how the outsourcer-client relationship can impact the end-user. With that in mind, we want to consider some of the areas where clear communication can be compromised if not monitored effectively.  

• The Importance of First Impressions  

The cost of customer acquisition is not to be underestimated – nor is the importance of retention. Fundamental to both elements is a good first impression; a successful customer onboarding can have a lasting impact. It is natural for people to expect a seamless, faultless service – they aren’t just paying for supply; they are paying for a smooth experience alongside it.  

Is your customer journey designed to send clear and timely communications to new customers? Are they kept up to date with progress? Are the complicated back-office tasks concealed from them to offer a seemingly easy process?  

Clear and proactive communication can help create a lasting, positive first impression. This increases the chance of future retention and, should an issue occur, customers are more likely to handle it with restraint and understanding than if they’d had a poor experience.  

• Clear Internal Communication  

The customer care team directly engage with your customers; they hear first-hand how your customers feel, what is and isn’t working, and present a real opportunity to impart knowledge that can drive positive change across your customer journey.    

Moreover, as they are often the first direct interaction your customers have with your brand, it’s imperative to ensure they are knowledgeable, empowered and empathetic to deliver the experience you would hope for.  

Knowledge – if your customers are experiencing significant change, for example, with the price cap news, make sure that your team are all on the same page; that they understand the impact on the customer base and have the correct information and relevant resources to share. 

Empathy – this doesn’t mean apologising to the customer five times before the end of their query, nor does it mean always accepting fault. It does, however, mean listening, understanding and acting.   

Empowerment – do the team have the skills, insight and authorisation to act accordingly? If yes, the customer will be served correctly and competently. As highlighted by the CCMA, being passed to another advisor or department are two of the top three causes of customer effort.   

Innovative Supplier Communication 

The challenges of successful communication in the utilities sector cannot be underestimated, with the customer demographic being incredibly varied. Consequently, so are the communication preferences; some segments of the customer base will be digitally savvy, engaging with apps and messaging services (like WhatsApp), whilst some prefer to receive communications physically in their mail.   

Clear data preferences for your customers are step one; ensuring they are being reached is the next. If messages aren’t delivered effectively, you will likely see contact rates for your call centre rise and, in turn, so will costs. In response to this, we have witnessed a lot of innovation in this space, no less than with AI. Reviewing historical data, understanding patterns, both negative and positive, and automatically suggesting communications to drive appropriate customer responses.   

Communicating with your Outsourcer 

Does outsourcing your customer services mean that there are no more headaches? No. Will every interaction end with the perfect outcome? Unfortunately, not. But your relationship can naturally affect your customers.  

An outsourcer can be seen as a service provider and nothing further – this can work and be successful. It can, however, foster a negative environment that does not have trust and doesn’t allow for quick resolutions, consequently impacting the customer journey. Or, the supplier and outsourcer can decide to approach challenges collectively, working to resolve and agree on a way forward that benefits all parties, taking the time to recognise and celebrate success. 

At DDC OS, the focus is very much on a collaborative approach. We want to be seen as an extension of the client’s team – as colleagues. This enables the rich insight we gain to be communicated and actioned effectively. Thankfully that is a sentiment shared by our clients, including Shell Energy Retail. Andy Eadle, Director of Customer Operations, commented on the importance of partnership to himself and the Shell Energy Retail team: 

“Our Partners are a key part of our organisation. From our commitment to ensuring National Living Wage to our management communication, recognition and monthly business update meetings, all include our partners. The rationale is fairly simple; our partners provide service to our customers, so why would we treat them any differently to our directly employed staff? When managing partner relationships, the first place to start is to ensure you are set up to treat that partner as part of your own team – this, in my experience, is the basis of success.” 

Are you looking to improve your customer communications? Or, have an opinion on this matter? We’d love to hear from you.   

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