Revolutionizing Customer Experience: Transformation of a Major North American Gas Utility’s Service Operations
Revolutionizing Customer Experience: Transformation of a Major North American Gas Utility’s Service Operations
Industry
Facing declining customer satisfaction due to poor performance from a previous vendor, a major North American gas utility needed a fast, effective turnaround. Aucera, a ResultsCX company, was brought in to stabilize operations, improve service levels, and restore customer trust—delivering a rapid transformation with measurable gains in efficiency, quality, and conversion.
The Challenge:
A major North American multi-state gas utility faced escalating customer dissatisfaction across customer service, payments, and sales operations due to poor service levels stemming from underperformance issues with an outsourced vendor. This decline in customer support communications was concerning, especially given the utility company’s focus on customer satisfaction.
The Solution:
Recognizing the urgency and the impact on the client’s reputation, the solutioning team implemented a 6-pillar ramp plan at an accelerated rate to properly service customers while helping the client meet its KPIs:
While collaborating on training with our client, the solutioning team identified and implemented new processes to reduce training time and improve call handling efficiency. This was accomplished by:
- Targeted training with the most common call types
- Developed skilling and a call routing plan based on agent knowledge and performance
- Phased in subsequent call types over time
The Results:
- Rapid Scaling:A structured transition and ramp-up plan was quickly put in place, scaling the team to 150 FTEs within four months.
- Queue Reduction:Achieved a 50%+ reduction in customer service queues
- Efficiency Improvements:Reduced average handle time by 20%, improving service levels and agent utilization.
- Quality Assurance:Achieved QA scores above 90% on a consistent basis.
- Increased Conversion:Achieved a 10–20% lift in upsell conversions through intelligent routing and AI-powered agent performance.
