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OVO Energy is the leading independent energy retail supplier in the UK which launched in 2009 to make energy cheaper, greener, and simpler. Since then OVO have welcomed over a million members, planted a million trees, and set their sights on helping save the planet.

THE CHALLENGE

ECO was introduced to OVO in January 2018 as OVO was appointed customer ownership of another energy supplier. Due to the increase in Customer Service queries, OVO required ECO for a 3 month period to help with the demand of calls.

The original team started with 50 colleagues dealing with all front line Customer Service queries within 3 weeks ECO were then requested to move to 85 heads based on the performance and relationship built in that time.

ECO is now OVO’s only outsourcer to pick up and deal with all Direct Debit queries with a current headcount of 400. OVO have now conducted further in-house training and saw ECO expand to house departments including Renewals and Retentions.

OUR SOLUTION

From the very beginning of our relationship with OVO, we have collaborated on every aspect of the campaign from recruitment, training, and future growth.

Our innovative approach to training and establishing the client’s brand at every step of our advisor journey means they are always focused on communicating OVO Energy’s brand values to customers and achieving the high levels of customer service that OVO demands.

Sarah Ball Head of OVO Care

I have personally worked with ECO for 3 years, initially commencing work with them on a small scale basis to support short-term growth plans. As the partnership has developed, the whole team has continued to excel in meeting our demanding standards for Customer Service and Sales excellence, by continuing to deliver market-leading Customer Satisfaction and NPS scores, whilst supporting significant change and transformation agendas within OVO Energy.

This has enabled them to grow into a key strategic partner, as a welcome and natural extension to our Customer Care team.
I would highly recommend their services as a credible provider for Customer Service & Sales.

Ready to work with us?

We believe that our solution will exceed expectations in terms of experience, brand awareness, quality, technological infrastructure, reporting transparency, people and value.

Work with us
ECO have become an integral part of our day to day business and we now use them in all aspects of our customer communications