Customer support for UK utilities
Increase responsiveness and empathy
Deliver superior customer experience (CX) with experts on demand
Cut the costs
Increase loyalty and satisfaction
Better support the customer lifecycle
With pressure mounting on utilities — and the sheer volume of customers — it’s easy to prioritise speed over meaningful CX. Processing requests without empathy, however, can lead to churn, fines, and safety problems. Better optimising channels and equipping advisers can avoid costly downstream issues.
We can provide you with the technical, back-office, and front-office experts you need for a differentiated CX.
Prepare for the next crisis
Tackle the talent shortage
Technical talent to support innovation is in short supply. Onboarding new employees takes more creativity than ever.
Every day, clients count on us to hire, train, and engage specialised contact centre advisers, automation experts, cloud specialists, and analysts to augment their teams.
We provide customer-focused experts by project or long-term, whilst providing the technology to help internal teams operate efficiently.
Provide high quality service to all
Customers living in vulnerable situations require specialised care. We offer flexible operational models, teams, and tools to support the vulnerable.
Prevent and reduce complaints
At HGS, all advisers are retention specialists. But, when a complaint arises, we are ready to respond. A complaint represents a moment of truth — a point when a customer decides to stay or leave. So, it pays to assign the most talented advisers. Does your complaints team have these characteristics?
Prioritise continuous improvement
Ofcom, Ofgem, and Ofwat exist to ensure value for money, protect consumers and the environment, and ensure quality and fairness.
By eliminating silos, ensuring executive involvement, and addressing dissatisfaction head-on, HGS helps you to stay in tune with regulatory priorities.
For a UK broadband client:
£120KAchieved significant savings
in only one year by avoiding penalties
#2Ranked 2nd by Ofcom
Over 3 fiscal quarters, transformed a last-place ranking to a top-place ranking
Reduced customer churn through innovative CSAT programmes
Make CX outsourcing your advantage
Supply chain, staffing, and real estate costs are skyrocketing. And, yet, all eyes are on utilities to keep household costs bearable.
With global staffing options, technologies that deliver quantifiable ROIs, and ever-flowing continuous improvement ideas, we can reduce your cost to serve.
Speak to our team
“Having led digital innovation across a multitude of industries (e.g. banking, insurance, media, retail), I can say confidently that HGS’s value proposition is world-class.
We enable clients to strike a balance between technology and people-based solutions for the very best customer experience. I look forward to partnering creatively with companies as they seek to deliver the greatest value from — and for — their customers.”
“A well-designed technology ecosystem that provides the right balance of tech and talent creates a competitive advantage and enables utilities to serve all customers with quality and speed.
I help clients leverage Bots&Brains™ to ensure the contact centre delivers value both internally and externally.”
Please complete the form, and Raj or Chris will respond to you within two business days.
What types of utilities companies can HGS support?
HGS works with the following types of organisations to innovate, optimise, and grow with superior CX:
Can HGS support B2B and B2C customers?
Yes, we provide front- and back-office services and contact centres for:
We provide full customer lifecycle support, from the sales, buy, and bill phases; to the care, support, and repair phases; to the retention and contract renewal phases.
What channels and queues do HGS advisers support?
We work with our clients to do demographic tailoring and take an “optichannel” approach with each customer type. We actively seek out the rights channels — especially for high value and vulnerable customers. At a minimum, we support the following channels:
How do HGS advisers support customers in multiple languages?
HGS’s partnership with ChatLingual enables you to interact swiftly and accurately with customers from any background. Our English-speaking advisers utilise ChatLingual’s advanced translation technology to support your customers in over 100 languages with 98% accuracy. Overcome language barriers and minimise the need to hire hard-to-find multilingual human resources with a proven, agent-assist language tool.
How does HGS ensure environmental and social sustainability?
As a corporate citizen, HGS acknowledges our development and sustainability responsibilities. We prioritise social value through:
Can HGS help to support our teams in the field?
Yes! We can help improve your field response with an automated dispatch assistant: HGS Axle™.
Conceived originally for emergency roadside service (ERS) teams to respond to requests from stressed and stranded drivers, HGS Axle can be adapted to capture information on utility-related accidents and disruptions.
Axle gathers details, categorises severity, obtains GPS coordinates, and identifies and dispatches response teams within minutes. It even automatically communicates with customers/managers on repair status.
With Axle, you can rest assured that the contact centre is already ready to act, even after hours.
Does HGS provide social media management?
Yes! When there’s an outage, social channels are crucial for two-way customer communications. Social media teams, however, often operate separately from customer service. But, they can and should form part of your CX strategy. Blending your social and contact centre teams with HGS EPIC™ Social Care is our specialty. We can definitely help you engage with more customers at once, faster.