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New ResQ Whitepaper: Five Strategies for Success in Energy Contact Centres 

by | Jan 16, 2025 | News

ResQ has over 18 years’ track record successfully managing contact centres for Big Six energy clients. In fact, a recent calculation revealed that across the current UK team we have 1153 years of experience in the energy sector. The UK energy sector is currently facing challenges on several fronts, so we felt now was the right time to publish a guide to capture some of the strategies and tactics we have found to be effective. 

To ensure we remain ahead of the competition, ResQ is always looking to strengthen its knowledge of the energy sector. In December ‘24 we carried out some fresh consumer research into the domestic energy market, which has given us new insights into consumer opinions within the five strategic areas covered in the whitepaper – download it now to read the results

Rising Debt: A Critical Issue in the Energy Industry

One of the 5 strategies covered in the whitepaper is managing debt. With fresh data from Ofgem revealing that household energy debt has hit record highs, energy businesses are under immense pressure to manage debt effectively.

According to Ofgem’s latest report, energy debt in the UK has surged to its highest recorded level. Over £3.8 billion of debt and arrears are now owed by domestic energy customers, with significant portions remaining unresolved for over 91 days. Recent changes to the energy price cap in January will add to the debt challenges facing the sector.

This situation underlines the need for strategic and effective debt management solutions—a process that ResQ can support through tailored contact centre strategies to effective debt management.  

Debt Management Solutions Matter Now More Than Ever 

With household debt at record levels, contact centres must adopt smarter, more proactive approaches to debt management, such as: 

  • Segmentation of customers into groups based on situation and debt categories. 
  • Application of AI technologies to identify patterns and generate insights. 
  • Early intervention strategies to prevent arrears from escalating. 
  • Tailored repayment plans that balance business goals with customer affordability. 

ResQ’s expertise in managing energy contact centres distilled into this whitepaper, combined with proprietary research conducted in December, equips leaders with the strategies and solutions needed to navigate these challenges effectively. 

The five strategic areas covered in the whitepaper are: 

1. Customer Acquisition and Retention 

Acquiring new customers and preventing churn remains a top commercial priority for energy clients, especially as competitors target their consumers. We captured effective acquisition and retention strategies in this section. 

2. Handling Complaints 

Dealing with and reducing complaints is also a key objective for contact centre managers. The whitepaper shares tactics to increase effectiveness in reducing complaints, addressing common pain points that lead to complaints. 

3. Supporting Vulnerable Customers 

With the rising cost of living and mounting energy debts, supporting vulnerable customers is both a moral and business imperative. The whitepaper explores approaches to identify and engage with at-risk households, ensuring regulatory compliance and fostering trust. 

4. Debt Management Strategies 

With household energy debt at record highs, effective debt management is more important than ever. The whitepaper highlights strategies for debt segmentation, early intervention, tailored repayment plans, and AI-driven tools to identify and prioritise high-risk accounts, helping contact centres manage debt effectively while supporting customers in financial difficulty. 

5. Leveraging AI Technology 

ResQ’s new research highlights the growing role of AI in improving contact centre efficiency and compliance. From real-time monitoring to sentiment analysis, AI empowers contact centres to optimise performance, reduce costs, and enhance customer outcomes.

At ResQ we have learned that if not managed proactively the busy winter period in the energy industry can bring work backlogs so getting on top of demand and reducing backlogs in Q1 are important for delivering success through the year. If you would like to talk to us about helping you to get on top of this in 2025, please do get in touch. 

Get the Full Insights

Our whitepaper is designed to provide unique research, actionable tactics, and proven strategies for energy leaders managing contact centre operations. By focusing on retention, technology, and customer care, you can ensure your contact centre is ready to tackle the challenges of 2025 and beyond. 

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