Energy, utilities sector ‘outsourced contracts worth £268m this year’

The energy and utilities sector signed outsourcing contracts totalling £268 million in the first six months of 2017. That’s up 10% from the same period last year, driven by a […]

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By Priyanka Shrestha

The energy and utilities sector signed outsourcing contracts totalling £268 million in the first six months of 2017.

That’s up 10% from the same period last year, driven by a surge in customer service and collections outsourcing – and a 20% increase year-on-year, according to new research.

Business process outsourcing provider Arvato and industry analyst NelsonHall reveal energy and utility firms spent £164 million in improving customer experience in the first half of this year, compared to £4 million during the same period last year.

Deals agreed by energy and utility firms accounted for 15% of the overall UK outsourcing market between January and June 2017, led only by the government (30%) and financial services (17%).

Overall, an increase in private sector investment saw outsourcing deals worth a total of £5.2 billion agreed in the UK – believed to be the market’s strongest half-year performance since 2012.

Debra Maxwell, CEO, CRM Solutions UK & Ireland at Arvato said: “More businesses are recognising the importance of improving the customer experience as price differences become increasingly marginal and consumers are more liable to switch supplier.

“The research findings show that companies across the sector are reaching out to external partners to help deliver a more seamless customer journey by integrating digital and traditional contact channels – a crucial element in cultivating customer loyalty and maximising revenue.”