Energy Customer Service Outsourcing Case Study

An energy company partnered with AtPoint for nearshore customer service outsourcing after working with other business process outsourcing (BPO) providers. The engagement delivered higher customer satisfaction (CSAT) scores and attentive, personal service.

Client Background

The energy company regularly worked with BPO partners across nearshore and offshore locations. It initially selected a provider in the Philippines for its lower rates.

AtPoint represented a higher investment. The client’s experience with other providers gave it a basis for evaluating the additional cost against service quality and customer satisfaction.

The Challenge: Demonstrating Value Beyond Lower Rates

AtPoint needed to demonstrate what its higher rate would deliver for the client and its customers. The engagement required personal attention and customer experience expertise that would stand out to a company already familiar with outsourcing.

AtPoint’s Approach to Customer Service Delivery

Personal Attention and Customer Experience Expertise

AtPoint provided an attentive service experience supported by its team’s customer experience (CX) expertise. The client valued the care it received and rated the service as the strongest across its experience with nearshore and offshore BPO providers.

Results: Higher CSAT and Greater Client Confidence

The engagement delivered two reported outcomes:

• Higher customer satisfaction: CSAT scores increased with AtPoint, demonstrating a service benefit alongside the higher cost.
• Greater confidence in the partnership: Personal attention and CX expertise gave the client confidence in AtPoint’s service delivery.

For this energy company, the value of customer service outsourcing extended beyond the provider’s rate. It showed up in customer satisfaction and the attention the client received.

Discuss Your Customer Service Program with AtPoint

AtPoint provides nearshore contact center services for energy companies through its nearshore team in Jamaica. Contact AtPoint to discuss your customer service outsourcing needs.

Client experience and operational results supplied by AtPoint Group. Client identity withheld.