British Gas Case Study
Energy Solutions Customer Services
What do we do?
British Gas outsources part of its Energy Solutions Customer Services to Ventura.
What services do we provide?
From a multi-channel contact centre in the UK we provide customer management services, including:
Customer Management
- Handling general incoming customer service calls from Energy
Solutions Customers
- Billing enquiries
- Meter reading enquiries
- Payment enquiries
- Consumption enquiries
- Benefits, products and services queries
- Outbound welcome calls to new Energy First customers welcoming them to British Gas using a dialler system
- Value add team, increasing Direct Debit penetration
- Customer Escalations Team - complex account case management
What are the benefits?
British Gas have benefitted from:
- Significant increase in cash collected
- Our flexibility to quickly provide extra resource for in-house overflow and seasonal peaks
- An increase in 'right first time' rate and customer satisfaction net promoter scores
Click here to return to our Clients and Case Studies page.