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The energy market is dynamic and highly competitive, often with consumers switching suppliers constantly. While managing costs and competitively pricing offerings is crucial, customer service is just as critical to ensure sustained growth.
Our client is a leading gas and electricity provider in the United Kingdom and North America. To fuel its growth, the client was seeking to significantly increase its customer service while reducing operational costs.
In their transformation to a more consumer-centric company, the client chose to partner with WNS.
With a team comprising over 1,000 people located in multiple delivery centers, WNS handles customer care processes for the client. The team at WNS interacts with consumers through all channels of communication including email, white mail and outbound calling. WNS also manages back office exceptions billing, a crucial financial back office process, which enables the client to identify and bill customers accurately by plugging potential revenue leakages.
The WNS team extends the client’s enterprise by supporting initiatives to drive improved customer service whilst meeting rigid operational constraints. Substantial gains were observed in the consumer satisfaction scores across various parameters as a result of client investment within the relationship supporting the fast ramp-up and consolidation of customer service processes.