Migration of Services to an Outsourcer

Sector: UK Energy Market | Service: Inbound and Outbound Provision of Sales and Service

The Challenge

A market leading energy switching client wanted to reduce its cost to serve (CTS) inbound calls from customers looking to see if switching their energy supplier would be beneficial to them. The issues faced were to retain and improve the level of customer satisfaction whilst fulfilling all market license conditions during any phase of transition of services from its internal London-based operation.

The Solution

To be able to provide a documented comparison for the same services as its existing team, with a newly trained team within ResQ’s Seaham operation. This was carried out on an agreed glide path to competency along with direct comparisons for the services being provided.

The Approach

It was agreed that calls would be handled at two separate locations by two different teams, as it was important that reporting of all metrics was available so that a direct comparison could be made. Using ResQ’s own development team, we were able to create a bespoke API connection to load leads directly from our client’s website into our unique cloud-based contact centre platform. With our own reporting suite made available via Microsoft’s Power BI, we were able to provide that direct comparison. A final comparison was to be made based on Trustpilot engagement for both teams to show an external measure of customer satisfaction on the engagement of the advisors they spoke to.

The Value Analysis

At the end of the ‘head to head’, it was evident that ResQ had outperformed both the expected glide paths and the incumbent’s experienced internal team performance. Based on this data, a decision was made to migrate all work to ResQ. In doing this, the previously achieved performance was then used as the glidepath targets to ensure continuous improvement was still being sought.

What the client said

“ResQ is up for it. They never shy away from a challenge and have consistently delivered great results in a challenging, frequently changing market. I would recommend ResQ to anyone looking to outsource any size of campaign.”