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First-time outsourcing success: Foundever partnership enhances a utility brand’s customer support
A multinational utility company responsible for delivering low-carbon energy solutions to millions of customers counted on Foundever to guide its first outsourcing journey. Our partnership supercharged its growth.
Lines of business
- Back-office level 1 & 2: Client management, complaints and energy billing and optimization requests
- Front-office & sales: Outbound loyalty, sales and customer service
Industry
UtilitiesChannels
Voice, email, chat, back officeLanguage
English, French, French Canadian
The goal
When your vital service powers the world, customers must receive efficient support when complex billing inquiries, outages or unexpected events impact them. To meet these expectations, our client recognized that outsourcing was necessary to sustain their business's health and growth.
Initially hesitant to offshoring operation, they now saw the need for a BPO partner to scale contact center operations, reduce costs and improve customer satisfaction and sales.
The challenge
The client was skeptical about outsourcing for the first time; this project required a reliable partner to guarantee excellent performance and knowledge. To succeed, they needed a BPO with deep utility expertise and multilingual skilled agents who could support back and front-office operations. Foundever had to prove it could be done.
The solution
We selected Morrocco as a strategic location for the first-time outsourcer. The country’s highly educated and qualified workforce, proficient in English, French and French Canadian, provided skilled, multilingual support to their customers.
The client started small with offshoring its back-office operations in 2016. Fielding questions regarding energy optimization and complaints, they counted on our agility and flexibility to support routine and urgent requests.
As operations grew, our proprietary performance platform, iCoach, fostered agent skill development with proactive feedback and performance management. This focus on personal and professional growth was key to improving average handle time, net promoter score and first call resolution.
After the initial success of offshoring back-office operations, the client also moved their customer-facing, front-office and sales operations to Morrocco. They counted on our compliant and versatile workforce to handle the complexities and knowledge needed to succeed in the utility industry.
The results
In just two years, our front-office operations grew from 30 full-time employees (FTEs) to +250 FTEs due to stellar results that mirrored in-house operations. Because of this performance, the client expanded into new lines of business, including 35 FTEs to support a new digital service business and 10 FTEs to support a new telesales operation.
Our success led to the client advocating Foundever Morrocco for additional lines of businesses, leading to more FTEs to support sales and tech support. Over the years, our partnership has earned us recognition in the following categories:
- Top 3 best service providers since 2015
- Best Quality Award in 2022 and 2023
- Best energy contract activation rate in 2022
- And much more
From first-time outsourcing to outsourcing promoter, Foundever exceeded the client’s expectations and amplified their customer service scores and sales.
960K
new energy contracts sold (Gas/Electric)
35 NPS
customer promoters
94%
customer satisfaction rate
