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 were appointed customer ownership of another energy supplier(Economy Energy). 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 heads dealing with all front line Customer Service queries within 3 weeks ECO was then requested to move to 85 heads based on the performance and relationship built. Fast forward 19 months, ECO is OVO’s only outsourcer to pick up and deal with all Direct Debit queries with a current head count of 75. OVO have now conducted further in-house training and saw ECO expand to house departments including Renewals and Retentions.

OUR SOLUTION

Due to a closure in an energy provider, ECO were facing a difficult period but luckily owing to the experience of our staff, OVO were able to continue working alongside ECO.

After the initial 3 month period, it was clear to see ECO’s high performance and experience proved its value to OVO and managed to maintain a longer partnership which is forever evolving by delivering some fantastic KPIS and customer metrics. ECO has had a large impact on OVO as a business and the relationship between EC and OVO showcases a strong and prosperous future.

Alvin Lobo Head of F&P

OVO has worked with ECO for over 2 years, and over that time, ECO is a core partner in delivering an excellent service for our customers. With industry leading NPS and CSAT scores, OVO work with ECO to provide Customer Service support and Outbounding activities. They are a pleasure to work with, and this is evident from the initial short term 3 month contract becoming a long term partnership for OVO.

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