What we offer

How we help

No matter what you need in the customer lifecycle, we can support you at any stage.

Win-backs
Collections

Market to potentials
New account sales
Welcome calling
Onboarding
Lead generation

Collections
Retention Calls
Renewals

Customer Service
Smart meter
Upsell
Cross-sell
Value added services
Resolutions

Market to potentials
New account sales
Welcome calling
Onboarding
Lead generation

Customer Service
Smart meter
Upsell
Cross-sell
Value added services
Resolutions

Market to potentials
New account sales
Welcome calling
Onboarding
Lead Generation

Collections
Retention Calls
Renewals

Inbound Customer Service

  • Switching help for new customers
  • New products and additional services
  • Billing queries for incorrect and estimated bills
  • Meter reads and disputes
  • Technical support
  • Domestic and business change of address
  • Direct debit and pre-payment collections and updates
  • Annual account reviews assessing actual or estimated consumption
  • Smart meter installation appointment bookings
  • Debt management and refunds
  • General enquiries

Back Office

Our teams are well versed in Junifer, Salesforce and Genetica and can adapt to other platforms swiftly. We have our own in-house omnichannel platform and our staff are experienced with email correspondence, webchat, and complaint management.

enrolment & registration

customer & meter data management

billing

complaint management

debt

change of ownership

industry data

probate, management of issues

enrolment & registration

billing

customer & meter data management

complaint management

debt

industry data

change of ownership

probate, management of issues

Customer Solutions

We offer a range of arrears recovery functions, tailored to requirements:

  • Transparent and sensitive conversation skills around debt
  • Customer segmentation by age and payment type
  • Managing disputes, queries or change of address
  • Outbound collection calls
  • Prompting inbound calls by email and SMS campaigns
  • Arrangement of debt repayment plans
  • Payment processing using client or stand-alone platform
  • Focus on direct debit conversion

Our staff:

  • Exhibit empathy
  • Recognise and respond to customer vulnerabilities in line with industry guidelines and brand values

Customer
Retentions

Attracting new customers is significantly more expensive than retaining them, Synergy offers a range of inbound or outbound activities tailored to your specific retention objectives using our multi-channel customer retention products and services.

Smart
Metering
Appointments

We have considerable experience working on behalf of UK energy companies scheduling significant volumes of smart meter installation appointments.

Customer
Acquisition
& Product Sales

We can support new acquisition sales with branded opted-in data sources using a value/needs based approach to sales. We are always looking for opportunity and value using branded data, interacting with people on their preferred platform (voice, webchat, email).

Why choose Synergy?

  • Low agent attrition rates compared with our competition in comparably sized UK call centres
  • On average 50% cost saving vs UK suppliers
  • Agile enough to scale quickly without compromising quality
  • Synergy partners with some of the largest online digital data providers in Europe to support new customer acquisition
  • We provide comprehensive training programs to give our sales and service a cutting edge, both in terms of linguistic ability to handle calls and process knowledge
  • We send our team to the UK to immerse ourselves in your culture and customise the culture fit protocol scope for engagement. We “train the trainer” before roll-out
  • We collect over 15,000 online digital impressions per day – fully opted-in and GDPR compliant
  • An experienced workforce management team to ensure that you have the right people with the right skills at the right time to service your customers
  • The safety and security of our people and that of our clients are our priority, and we remain fully PCI compliant within our inbound areas, with biometric access controls in place across all areas within Synergy