Customer Success Story

Seamless Contact Center Outsourcing Transition For A Large Utility Company

In 2022 a prominent utility company, serving millions of customers across the country, was facing challenges with its existing contact center operations partner. Inconsistent service quality, and scalability issues prompted the company to begin their search for a new outsource provider.

The Challenge

The utility company’s leadership team was concerned about the potential disruptions and service quality drops that often accompany vendor transitions. They had heard horror stories from peers in the industry about botched transitions, leading to customer dissatisfaction and operational chaos. The company needed a partner who could guarantee a seamless transition without any customer service disruption.

The Solution

  • Detailed Transition Plan: Our team began by crafting a meticulous transition plan, detailing every step of the process. This plan was shared with the utility company’s leadership team for feedback and approval.
  • Stakeholder Engagement: We engaged with all relevant stakeholders, from frontline agents to senior management, ensuring everyone was aligned and informed about the transition process.
  • Training & Onboarding: In collaboration with the utilities training department, our award-winning training team conducted extensive training sessions for the new agents, ensuring they were well-versed with the utility company’s products, services, and customer service protocols.
  • Parallel Operations: Before the complete transition, we ran parallel operations with the in-house team. This allowed us to identify potential issues and rectify them before they could impact customers.
  • Real-time Monitoring: Our quality assurance team closely monitored all interactions during the initial days of the transition, ensuring that any deviations from the desired service levels were
  • Feedback Loop: We established a robust feedback mechanism, allowing the utility company’s leadership team to share their observations and concerns, ensuring continuous improvement.

The Results

The transition was executed flawlessly. So much so, that the utility company’s senior leadership was unaware of the exact transition date. The most significant testament to the success of this transition came when the client’s boss inquired about the scheduled transition date. The client responded, “It has already happened.” His boss was amazed, stating that the transition was so smooth he hadn’t even noticed, a rarity in vendor transfers.


Smooth transitions in vendor transfers, especially for critical operations like contact centers, require meticulous planning, stakeholder engagement, and continuous monitoring. This case study showcases that with the right approach and commitment, it’s possible to achieve transitions so seamless that they go unnoticed by even the most discerning stakeholders.

Customer Experience/Care Management

Inbound & Outbound Voice

CX  & Care Programs

Back-Office Functions

Performance Analytics

Flexible Global Staffing

Business Process Outsourcing

Data Input

Document Processing

Verfication & Validation

Exception Processing

QA Monitoring & Reporting

Business Analytics & Modeling

First Party ARM

1st Party Collections

Pre-Charge Off Program Support

Inbound & Outbound

Early Stage / Care Based

Brand Protection

IT Adaptability / Flexibility

third Party Debt Collection

Post Charge-Off

Primary & Secondary

Late-Stage Recovery

Innovative Technology & Approach

Propensity to Pay Analytics

Skip to content