Customer stories

Rapidly embedding high quality customer service for UK energy business

Orbit Energy had a requirement to improve their customer experience and step change the service levels and response rates to their customers.

They engaged, amplify5, as we shared the passion to do the right thing but not in a traditional way. Our UK based team reacted quickly, bringing our own Learning and Development experts into help create personalised content that was not only detailed enough to support the complex customer base but also engaging and appropriate for the operational team in Cape Town, to deliver great customer service, working in collaboration with subject matter experts within Orbit Energy.

With the diversity of meters, tariffs and customer base Orbit Energy wanted to ensure the team would hit the ground running. Our team, led at a senior level by experienced UK utilities professionals, had access to a large pool of experienced Operational leads and teams, ensuring from day 1 the experience would be improved for customers.

Utilising our experience, we were able to jointly assess gaps in processes and work together to transform the overall customer contact strategy. Orbit Energy have independently assessed quality, so there is never a question of anyone marking their own homework and we have delivered a speed to competence and compliant solution for all contacts.

In the current working environment where Covid protocols can change, we built a flexible platform to allow the service to be delivered securely from home, if required. A fully transparent approach to communication aided any technology or process issues with speedy recoveries and ability continuously improve the service delivered.

“amplify5 have rapidly built an extension of our team in Cape Town, and have done that in a very collaborative way. They’ve taken the strain out of our customer contact operation, engaging their teams to deliver great results – in short, they have smashed it”

Jim Garrett, Chief of Operations

Initial team of 50 recruited within
4-weeks, further headcount increase confirmed to aid customer service

Enhanced training material created and delivered by our in-house team with virtual client support

Technical teams worked together to create and deliver a dedicated new secure virtual desktop environment

Assessed suitability of technology, supporting the creation of a detailed technology business case

Positive engagement and flexibility have allowed for service levels and experience to exceed expectations

amplify5 are breaking down the barriers that Small and Medium Enterprises have, together with the pain points Large businesses have from outsourcing customer services, inbound & outbound sales, or back-office administration, offering no set-up fees, no long-term contracts – whilst delivering savings of over 40% against UK based operations.

Working collaboratively with clients, amplify5 is able to rapidly deliver solutions, providing an extension of the UK based operation. Our UK team of process and transformation specialists engage with clients to understand and build solutions, working with our operational teams in Cape Town to deliver customer delight through people delight.