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
additional resources. The energy company
leveraged WNS’ domain expertise and rich
experience in debt management.
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 collections.
To identify the prevailing gaps in the client’s
operations, WNS deployed Six Sigma
techniques and conducted a thorough
and accurate assessment.
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 operational efficiency.
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 high levels.
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
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
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