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BPO & CX Operations / Utilities services provider, UK market
Utilities Support Workflow Stabilised After Contract Win
The Challenge
A utilities provider needed overflow customer support for billing queries, address updates, and complaint routing after winning a new regional contract.
What We Did
Zentrix documented the workflow, built QA scorecards, trained the delivery team on escalation rules, and launched with daily performance reporting.
The Result
The pilot went live in five weeks with a controlled SLA, cleaner queue ownership, and fewer unresolved handoffs between support and billing.
“They treated the process like an operation, not just a staffing request.”