Energy providers play a critical role in the lives of consumers, and customer experience and trust are central to brand advocacy and firms’ success in the sector.
At ResultsCX, we understand the dynamics of the energy market and recognise the opportunities energy firms have to transform customer experience. We design tailored solutions that address today’s challenges while empowering firms to deliver exceptional service and build lasting relationships with their customers. Â
We combine deep sector expertise with best practice across the B2C and B2B customer journeys, offering flexible solutions that give energy providers confidence their customer experience is delivering good outcomes.
Supporting our clients in four key areas
Flexible Resource
Our flexible customer service and resourcing solutions help our energy clients meet changeable short-term capacity needs without the need for a full outsource.
We deliver skilled and experienced resources in market-leading timescales, aligned to your processes, your values, your culture and your voice.
We operate with flexibility and pragmatism, and know that despite the robustness of your planning, sometimes, plans need to change, this helps us respond quickly with the appropriate remedy when urgent requirements emerge.
ResultsCX can deliver resource across your end-to-end customer service operations, and has experience of a vast range of externally and internally facing processes within the energy, from billing and metering queries, to field support for engineers, to resolving complex customer disputes.
Advice, assurance, and operating model enhancement
We help energy providers align their customer servicing approach with their regulatory obligations and customer needs, based on our deep sector knowledge and experience of best practice in regulatory environments.
We deliver advice and implementation support across your contact centre, complaints, collections and back office, uncovering improvements which focus on efficiency while maintaining compliance and quality. We are able to assess MI and reporting, policy and process, support services, complaints identification and servicing, consumer vulnerability, your use of technology and more.
We are your partners in compliance, and we bring the same open, pragmatic approach whether you need us for standalone advice or as part of a wider outsource of business functions.
Outsourcing of partial and end-to-end operational processes
We outsource a range of customer processes for energy clients across their customer journey and back office, from contact centre, to collections, to complaint handling.
Every customer touch point is an opportunity to strengthen relationships and build advocacy, and our skilled Contact Centre Agents, Complaint Handlers, Collections Agents and managers deeply understand the industry landscape, delivering an empathetic service which is conducive to good outcomes. We build rapport and trust while our customer service specialism makes us typically 20% – 30% more productive than client BAU teams.
As well as a market-leading customer service delivered from the UK, we have options for high quality labour arbitrage due to our global reach and investment in offshore and nearshore capabilities which are culturally aligned to UK and European markets. By building a bespoke location strategy which apportions tasks based on complexity, we can typically deliver up to 50% cost savings while maintaining the highest quality standards.
Our proprietary digital transformation and continuous improvement capabilities allow us to drive down cost to serve, creating savings which can be channelled into other business requirements.
Analytics, digitisation and improvements
With ResultsCX’s advanced analytics, we’ll help you accurately identify the root causes of customer service issues as well as performance trends within your operation. We use this insight to help you focus on real dial-turning actions, allowing you to tailor your approach for greater efficiency and lower cost. Actionable data-driven insights facilitate smarter decision making, as well as helping you personalise customer interactions for greater impact.
Awards & recognition
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
Why Partner with ResultsCX?
At ResultsCX, we work in trusted partnership with our clients, helping them navigate today’s challenges while building a resilient future. We deliver proven solutions that drive trust, operational efficiency, and exceptional customer experiences—time and again. Â
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September 9, 2024
Whitepaper
September 2, 2024
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