Energycentreof excellence

Customer Service solutions for the UK Energy Market

Synergy Outsourcing (UK) and Synergy Contact Centre (South Africa) work in partnership with several UK energy utility companies to deliver an end to end outsourced customer service solution.

At our Energy Centre of Excellence we have over 300 FTEs who are experts in the highly regulated energy sector. Our teams understand the unique challenges and opportunities facing the energy sector and our innovative solutions are designed in line with industry standards to ensure compliance with licensing and legal requirements. Synergy demonstrates the significant benefits that outsourcing offshore can provide, enabling UK energy businesses to focus upon their core competencies whilst increasing process efficiency and reducing costs.

Services offered

We provide a comprehensive package of services that can be tailored to support utility companies through their different life stages i.e. new starters, growing brands or established providers.

Core services include:

Inbound Customer Service

Our inbound customer support team will receive incoming calls, emails and manage webchat for existing and prospective customers.

  • Inbound sales
  • General enquiries
  • Customer Service
  • Meter reading
  • Billing and complaint management
  • LiveChat
  • Email correspondence

Customer Acquisition and Retention

Our multi-skilled teams are uniquely placed to provide you with the requisite knowledge and experience, and we would work closely with you to create an outbound sales (acquisition) strategy and process specifically to support the business.

  • Lead Generation
  • Switching
  • Retention and renewal strategies
  • Win back
  • Doorstep sales compliance calls Ensuring new customers are processed compliantly

Smart Metering Appointments

Our considerable experience gained working on behalf of other UK utility companies we believe will provide an unparalleled solution in delivering Smart Meter installation appointments.

  • An unparalleled solution in delivering Smart Meter installation appointments
  • Tailored dialling strategy
  • Managed within client operational systems
  • Working with installation team
  • Managing response to cancellations and rescheduling

Arrears Recovery

Synergy has partnered with several leading Energy Suppliers to provide our extensive arrears collection and recovery service.

  • Exhibit empathy with customer
  • Understand customer vulnerabilities
  • Receipt of inbound and making outbound customer calls
  • Identify the cause of non-payments and implement a contingency payment plan
  • Be supported by email and SMS prompts to drive inbound calls
  • Focus upon recovery and conversion to Direct Debit
  • Create tailored strategies for early or late stage arrears
  • Range of payment processing options

Other Back Office and Process Support

  • Inbound / outbound back office
  • Enrolment & Registration
  • Billing
  • Payment Processing
  • Customer and meter data management