Case Study: a retail energy provider increases efficiency and reduces operating costs with Bill Gosling Outsourcing

a retail energy provider improves collections by 87% with Bill Gosling Outsourcing

The client, a retail energy provider, faced challenges in establishing effective customer communication and lacked the internal resources for a customer-centric call center strategy. They required an infrastructure to handle growing demand. Bill Gosling Outsourcing provided consultative services and implemented solutions including IVR technology.

Bill Gosling Outsourcing implemented IVR for payment reminders and provided a skilled team for customer service and collections. This multi-channel solution eliminated 12,000 annual online chats, improved collections by 87% during a 20% customer growth period, and achieved an 82% customer satisfaction rate.