A large UK utility firm partnered with Huntswood to operate and optimise a 1,000+ FTE contact centre over a five-year period. The engagement focused on delivering exceptional customer service, operational efficiency, and cultural alignment while supporting vulnerable customers.
The Challenge:
The firm required a trusted partner to manage rapid growth and maintain high service standards. Key challenges included:
- Scaling operations from 30 colleagues to over 1,000 FTEs.
- Improving customer experience for a predominantly vulnerable customer base.
- Reducing operational costs while maintaining quality.
- Addressing inefficiencies in engineer appointment processes and first-line resolution.
Our Solution:
Huntswood implemented a comprehensive strategy combining operational excellence, automation, and workforce development:
- FTE growth: expanded the team from 30 to over 1,000 colleagues, including a rapid ramp from 200 advisors in July 2022 to 850 by November.
- Customer experience: spported improvement of Trustpilot score from 3.8 to 4.5 through training and automation, reducing average handling time (AHT) by more than 25%.
- Process optimisation: augmented BAU processes for emergency engineer appointments, reducing incorrect bookings.
- Upskilling: Implemented SA Hold and Resolve work teams, halving escalations from front-line advisors.
- Automation: enhanced processes for vulnerable customers via voice and chat.
The Results:
- £5.6M savings delivered year-to-date through process improvements.
- 40% reduction in hand-offs and 75% reduction in repeat complaints.
- Trustpilot score improved to 4.5.
- 80% CSAT score, exceeding expectations for a vulnerable customer base.
- Average tenure of team now exceeds two years, ensuring stability and expertise.