The local government-owned utility company outsourced its collections and customer service operations but was dissatisfied with the service quality and value provided by its current partner.

We managed the existing outsource supplier while establishing a multi- channel customer service function. This included sourcing the necessary software and setting up key performance indicators (KPIs). On the personnel side, we developed job descriptions, facilitated recruitment, and implemented a customer excellence training program with performance reviews.

We wrote specifications and RFPs, selected vendors (Ooredoo, CISCO, and Genesys), and procured industry-specific CRM systems. We then consolidated three administrative offices into a single 50-seat contact center. To ensure ongoing performance, a rolling six-month review and audit of key KPIs were implemented and maintained.

The project was completed on time, coming in 8.75% under the capital expenditure budget. Operational expenses were reduced by 7.5% in Year 1, 12.5% in Year 2, with a projected reduction of 17.5% in Year 3.