This is our story of
co-creating a solution with a
global energy company
As we know…
Energy and utility companies are under
immense pressure to reduce operational
costs. At the same time, with new
technologies shifting consumer expectations,
customer engagement is more important than
ever. Companies have to find ways to
transform their operations to balance cost
optimization with enhanced customer service.
The challenge for the energy
Its consumer debt was increasing and severely
impacting its working capital. It was critical
for the company to boost its cash flow while
ensuring high quality customer service in debt
collections. This had to be achieved through a
partnership that would provide expertly
managed services, cost advantage and
The energy company leveraged WNS’ domain
expertise and rich experience in debt
Here’s what we co-created as a solution…
The engagement began with a ‘Proof of Concept’
model that provided impactful results — 50
percent labor arbitrage benefits and increased
To identify the prevailing gaps in the client’s
operations, WNS deployed Six Sigma techniques
and conducted a thorough and accurate
WNS chose an appropriate offshore location to
provide strong advantages of cost, debt collection
management and front office capabilities. The
location also offered high cultural compatibility,
accent neutrality and a favorable time zone for
The transition to the offshore location was
achieved with minimal disruption to services and
customers. The client’s existing quality
methodologies were combined with WNS’ best
practices to further enhance the debt
A diverse range of skilled staff were deployed and
trained further to add value to the client’s
business. Optimal staffing was ensured at all
times to maintain productivity and efficiency at
WNS deployed its automated dialer solution (with
no additional investment to the client) and this
resulted in higher number of calls. It also reduced
the cost-to-serve and increased collections.
The outcomes from the process of co-creation are...
The transformative solution enabled the energy company to redeploy 45 percent of its
resources to other strategic areas of business. This led to increased productivity and
efficiency. The company exceeded its goals and expectations in debt recovery, cost
reduction and customer satisfaction.
An incremental GBP 1.2 Million debt was collected
without the help of additional resources. New methods
introduced to improve the quality of data and dialing
strategies resulted in 60 percent cost reduction.
Productivity and efficiency improvements
raised collection rates from 7 to 35
percent. Right Party Contact rates
increased from 38 to 55 percent.
There was a 25 percent
increase in efficiency.
Quality, in terms of value-adds and compliance,
improved from 72 to 95 percent, leading to
improved customer satisfaction scores.