Utilities

We can operate and transform your customer contact channels and back office processes, helping you realise a true omni-channel customer experience. Our best in class operational delivery standards, coupled with our continuous improvement and transformational practices, are helping our clients reduce operational costs, drive up revenue, enhance customer experience and deliver new business insights.

We have extensive experience in delivering at scale, but we always remember the individual and deliver personalised, empathetic customer experiences.

We give our utility clients the edge by ensuring continuous improvement is part of BAU operations. We do this by identifying and delivering incremental improvements with a focus on the shortest possible speed to value. By breaking down large-scale changes, we can deploy them more quickly and give your customers the reassurance that you’re focused on continually improving their experience. 

We combine years of experience of operating in regulated markets with powerful technology and the capability to rapidly recruit and scale processes, enabling us to react more quickly than most.

Our human-centred approach to customers in arrears takes customer vulnerability, compliance and debt prevention into account, all in one simple, end-to-end service. This ensures fair and appropriate outcomes, whether through fully digital or agent assisted channels.

Using client data analysis through our data science teams, we develop the best strategies for debt prevention and to achieve better collections rates, reducing the cost to serve, driving up value for our clients and ultimately delivering the best possible customer experience.