Accenture is helping United Utilities, which manages and operates electricity distribution and wastewater networks in northwest England, improve its customer service performance through a nine-year business process outsourcing agreement.
Accenture is responsible for delivering all services across back-office functions related to income, debt recovery and billing operations.
“By using a series of initiatives based on our utilities industry successes in North America, Accenture is helping United Utilities improve its operations, with a specific focus on those related to customer service,” said Keith Mueller, managing director of Accenture Business Services for Utilities.
As part of its customer-service initiative, United Utilities has brought its call center operation back in-house, with operations concentrated in Whitehaven, Cumbria. The center had previously been outsourced to Vertex.
“I’m delighted to have teamed up with Accenture,” said Charlie Cornish, managing director at United Utilities. “We are serious about continually improving customer service, and our agreement with Accenture will not only help us deliver on this promise but will do so at a lower cost-to-serve. The journey will take a number of years, but we — and we hope our customers — have already begun to see the benefits in a number of areas, including improved call handling.”