Global Contact Center Solutions

Case Study

Driving sales and customer loyalty in the Utilities sector.

Client

A leading company in the Utilities sector, specializing in maintenance and energy supply services (electricity and gas), with a strong focus on customer acquisition, conversion, and retention for both B2B and B2C.

Challenges

Optimize customer acquisition, conversion, and contract management in a highly competitive market.

The organization needed to hire a Contact Center specialized in utilities to strengthen its customer service and boost sales.

The main challenges were:

Efficiently manage inbound and outbound sales calls.
Increase sales of maintenance and energy supply contracts.
Re-engage customers in the energy market (electricity and solar panels).
Implement effective cross-selling strategies.
Ensure personalized and results-oriented service.
Maintain high standards of quality and operational efficiency.

Strategic Solutions

Specialized commercial model focused on conversion and growth.

A comprehensive sales and acquisition service adapted to the utilities sector was designed:

B2B and B2C Inbound Sales Service.
Sale of maintenance and energy contracts (electricity and gas).
Outbound calls for customer acquisition and re-engagement.
Cross-selling strategies aimed at maximizing customer value.
Specialized team of more than 50 agents expert in utilities (depending on the campaign).
Continuous training in product, commercial arguments, and sector regulations.
Process automation to optimize management times and conversion.

Results

Significant improvement in conversion and service scalability.

The implemented model allowed for:

Achieving a 40% conversion rate in activations vs. new registrations.
Driving 300% service growth in 18 months.
Consolidating a flexible structure capable of scaling rapidly based on demand.
Improving quality standards with 88% quality, exceeding the 85% target.

These results positioned the service as a strategic channel for business generation and loyalty within the energy sector.

Conversion Rate

0 %

Service Growth

0 %

Quality

0 %

Impact

The implementation of a Contact Center specialized in utilities allowed the telephone channel to be transformed into a key lever for commercial growth.

Through an expert, flexible, and results-oriented structure, the company managed to increase conversions, strengthen customer re-engagement, and consolidate an efficient sales model in a highly competitive environment.

“Thanks to our collaboration with MST, we have optimized customer service management in a high-volume and demanding operational environment. Their multichannel approach and ability to manage inquiries, incidents, and back-office processes have allowed us to improve service efficiency and customer satisfaction.”