Our client, a leading Australian energy distributor, serves 1.9 million residential and commercial properties with natural gas and electricity. Managing an $11 billion utility infrastructure, they supply millions of households and businesses with essential services every day.
By modernizing its call center delivery, the client aimed to better engage with increasingly digital-savvy customers and enhance the overall customer experience (CX).
To address high call volumes, the client embraced digital transformation to drive a major CX improvement initiative that would:
Reduce average handle time (AHT)
Support the real-time identification of supply outages
Deliver a superior employee experience (EX)
Implement an effective quality assurance (QA) program and create clear performance metrics to aid ongoing training
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