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.
- 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.
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.
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The highest national and international awards in the Contact Center sector
2025 Platinum Awards
First Prize: Best Contact Center 2025
2025 Platinum Awards
First Prize: Best Customer Experience 2025
2025 ECCCSA Awards
Silver Award: Best Employee Experience 2025
2024 ECCCSA Awards
Bronze Award: Most Effective Strategic Transformation Performance 2024
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