Utilities BPO Services

We help utility clients reduce cost to serve, while maintaining customer centricity, addressing regulatory challenges and managing customers who demand better service and lower tariffs.

Organisations operating in the utilities sector face difficulties in maintaining and increasing market share in the face of regulatory challenges and customers who are demanding better service and lower tariffs. We work with utilities clients to address these challenges. Our intelligent and collaborative approach enables us to deliver transformational solutions that improve business outcomes.

In the UK, Office of Gas and Electricity Markets (OFGEM) have handed out significant fines in recent years, which has presented a substantial risk to suppliers who may be struggling with broken processes. This has become increasingly strained in the face of growing customer demand and cost pressures, driven by competition from new market entrants.

Firstsource understands that the core objective of utilities organisations is to reduce the cost to serve while maintaining customer centricity.? Our approach is to work with clients to develop solutions that provide a seamless customer journey, optimising each experience a customer has with them to help improve loyalty.

Stay Ahead

Improve sales conversion, collections performance and retention

We help utilities client maximise profitability and:

  • Achieve the lowest cost operating model in the utilities sector – by utilising advanced tools and technologies and remaining innovative while driving down costs
  • Develop retention strategies to improve lifetime value of the customer, reducing the cost of acquisition
  • Accelerate digital deployment strategies to ensure the solution is fit for the smart digital utility customer
  • Help clients maintain a competitive edge in the market, addressing the perception of utilities as providing a bad customer experience
  • Harness RPA (Robotic Process Automation) in a regulated environment to create efficient end-to-end processes, freeing up people to increase the focus on value creating work over pure transactional activity.

Why Firstsource?

"Leader" in the IAOP Outsourcing 100 List for 2017

This prestigious designation is granted only to the best and most disruptive BPO companies

Trusted by FTSE 100 & Fortune 500 companies

We believe in long term partnerships - over half of our clients have been with us for 7 years or longer

18,000+ people in 38 global delivery centers

We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology

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Related Pages

Customer Experience Management

Our customer experience management solutions are backed by a comprehensive customer experience strategy, smart multi channel digital engagements and superior analytics & customer insights.

Cost Optimisation

Stay ahead with our range of proprietary solutions that delivers cost optimisation and reduced cost to serve, while enhancing customer experience and improving CSAT.

Complaints & Remediation

Stay ahead with our complaint handling and remediation services that ensures personalised interactions with your customers to deliver excellent customer experience.

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