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A global 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.
ResultsCX was engaged to provide scalable and operationally sound outsourcing services, leveraging our extensive experience with other clients that had similar needs. Recognizing the urgency and the impact on the client’s reputation, we implemented our 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, ResultsCX identified and implemented new processes to reduce training time and improve call handling efficiency. We accomplished this by:
Rapid Scaling: We developed a responsible transition and ramp plan and grew to 150 FTEs over 4 months.
Queue Reduction: We immediately reduced the client’s queues by over 50%.
Efficiency Improvements: Average handle time was reduced by 20%, driving better service levels and utilization.
Quality Assurance: Our efforts were reflected in Quality Assurance scores that consistently exceeded 90%.
Increased Conversion: Through skills-based routing and AI enhanced performance management we delivered 10%-20% higher conversions on upsell opportunities.
