Utilities

The power of customer experience in an unpredictable market

In uncertain times, the ability to deliver flexible, scalable customer support is vital. Partnering with Foundever will galvanise your CX strategy, providing the agility to respond to unpredictable levels of demand — quickly and efficiently.

• Identify and deploy sufficient resources to meet targets and gain market share for Service Plan Changes

• Reduce pressure on the core UK team and keep costs down with rapidly deployed right-sourcing, intelligent routing, and workforce planning 

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Results our clients achieve on an ongoing basis

+23%

Increase in recurring automated payment (rACH)

+30%

Increase in Net Promoter Score 

+24%

Improved First Contact Resolution (FCR)

Reduce complaints backlogs

  • Remap and optimise complaints handling process with intelligent automation 

  • Efficiently reduce backlogs and increase the speed of resolution while supporting Vulnerable Customers in-line with Ofgem requirements 
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Reduce compliant backlogs

Reduce OpEx spend and speed up resolutions

  • Reduce after-call & repetitive work with intelligent automation
     
  • Unify channels into one platform. empowering agents to deliver immediate support

  • Route inquiries to the agent with the right skills 

  • Improve  debt repayment with data-driven insight to support first-party collection services
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Reduce OpEx spends

Help customers help themselves  

  • Deflect routine contacts with effective Self-Service tools like Chatbots & Voice bots 
     
  • Empower customers to self-diagnose or report common issues as service outages, billing errors & more 
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Help customers help themselves

Optimise operations while meeting Ofgem requirements and compliance

  • Monitor 100% of customer interactions (calls & text) to capture complaints, identify vulnerable customers and ensure unmatched quality & compliance 
     
  • Tap into an expert advice on regulatory requirements to meet Ofgem requirements

  • Discover quick wins for automation, training and support optimization 
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Optimise operations

Featured Insights 

Utilities checklist 

6 steps to counter market volatility 

Learn how to futureproof you customer service operations, while reducing cost to service. Ensure you have access to the right resources and tools to retain customers and enable your team to win new business while exceeding expectations.   
 
6 steps to counter market volatility

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