Hydro One is an Ontario, Canada based utility that is one of the five largest transmission utilities in North America.
Vertex has been providing business process outsourcing (BPO) services to Hydro One since 2002.
In 2006 Hydro One approached Vertex and indicated that one of their corporate goals was to dramatically improve customer satisfaction as a result of the Hydro One customer satisfaction survey. Up to that time, the relationship with Vertex has focused on significant reductions to cost with no erosion to service offered to customers. Now, Hydro One was looking to Vertex to help lead the drive to improve the customer experience.
Solution
In 2007 Vertex and Hydro One took a collaborative approach to evaluate and analyze historical customer satisfaction scores, and worked to develop a plan to radically modify the customer experience and improve customer satisfaction.
Innovation & Results
- Customer satisfaction scores on agent handled calls increased from 76% in 2006 to 85% in 2008
- Quality monitoring program changes yielded a 10% increase in first call resolution
- Introduced bi-weekly Process/Quality forums
Download the Hydro One improved customer experience case study