Case Study: npower achieves scalable, flexible contact centre capacity and improved CSAT with Arise Virtual Solutions

Npower - Customer Case Study

Npower, one of Britain’s leading energy companies serving over 3.75 million customers, faced a fragmented, price‑competitive market where service was the primary differentiator. Seasonal and media-driven contact spikes strained traditional brick‑and‑mortar contact centres and Npower lacked the internal expertise to build a large‑scale homeworking solution, so it engaged Arise Virtual Solutions to deliver a flexible, outsourced servicing model.

Arise Virtual Solutions implemented its Arise Platform combining a distributed virtual workforce, the Limitless Learning virtual training journey, and a proprietary scheduling system that allows 30‑minute capacity increments. The programme doubled scale through 2017 and earned a three‑year contract renewal, delivered up to 20% week‑on‑week swing capacity, increased critical complaint closures by 23%, routinely led on CSAT and FCR, and saved an estimated 107 tons of CO2 and ~470,000 commuter miles.

Npower