Case Study: a leading energy retailer achieves better customer engagement and compliance with WNS

Energy Retailers cuts call handling times and boosts CSAT with WNS

The vendor WNS partnered with a leading energy and gas retailer in the UK facing challenges in managing customer queries, onboarding, and compliance while needing to improve service efficiency and scale. This customer required operational transformation to optimize customer engagement.

WNS implemented a comprehensive solution combining process re-engineering, intelligent automation, and analytics. This delivered significant outcomes including a reduction in average call handling times, a TAT improvement for issuing customer refunds, an increase in customer satisfaction scores, and savings in resource costs within three months, thereby transforming the customer's service operations.