Services Offered
Over our 4 year history working closely with the client, we have been able to offer a wide range of BPO services including:
Outbound Sales
Retention
Quality Assurance
The Client
Hydro-Québec is a leading energy company in Canada, serving as a major electricity provider to residential, commercial, and industrial customers. With an extensive reach, Hydro-Québec supplies electricity to millions of homes and businesses across Quebec, playing a vital role in the province's energy sector.
Hydro-Québec provides electricity to a significant number of households in Quebec, contributing to the province's energy needs. As of my knowledge cutoff in September 2021, Hydro-Québec serves over 4.4 million residential customers in Quebec, representing a substantial portion of the province's households.
As a prominent energy company, Hydro-Québec has been recognized for its outstanding performance and contributions to the industry. Over its history spanning several decades, Hydro-Québec has received numerous accolades and industry recognition for its innovative energy products and solutions. Their commitment to excellence has established them as a leader in the competitive energy market.
Problems & Solutions
Hydro-Québec sought support in expanding its customer base while ensuring cost-efficiency. MOArt BPO services was well-prepared to offer assistance, swiftly recruiting and onboarding a team of 60 experienced energy comparison experts within a matter of weeks.
-
Thanks to MOArt BPO services' longstanding and ongoing relationship with Hydro-Quebec, we have been able to tap into a pool of highly experienced energy comparison specialists. This rich talent pool has enabled us to consistently maintain a robust sales team of 30-50 agents over the past 5 years. The expertise and knowledge of our agents have been instrumental in our success.
Through our partnership with Hydro-Quebec, we have played a crucial role in attracting over 200,000 new customers to their services. Our skilled sales team, armed with deep industry insights and an understanding of customer needs, has effectively communicated the value and benefits of Hydro-Quebec to potential customers. By leveraging our expertise in energy comparison and our ability to effectively engage and convert leads, we have contributed to the sustained growth of Hydro-Quebec's customer base.
-
Due to our success in new member acquisition, Hydro-Quebec requested that MOArt BPO services also assist with their member retention team. MOArt BPO services was up for the challenge & has now successfully retained Hydro-Quebec customers for over 3 years.
-
Ensuring the highest quality standards is paramount in the operations of MOArt BPO services, particularly in our collaboration with Hydro-Québec. Quality assurance plays a vital role in maintaining customer satisfaction and enhancing overall service delivery.
Summary of Relationship
MOArt BPO services has successfully worked alongside Hydro-Quebec for over 5 years. During these 5 years, we have built a fantastic working relationship with the client who have deemed fit to open up several BPO campaigns to MOArt BPO services besides sales.
Transacted with over 200,000 customers
Helped assist on multiple BPO services campaign types
Helped retain over 20,000 Hydro-Quebec customers
Our Approach
MOArt BPO services already had a wealth of experience & expertise within the Canada energy industry due to its successful Energy Deal campaign & senior management team all having a rich history within the industry.
With such experience, for the campaign to be a success we knew we had to:
Enforce a strict QA function immediately
Continually upskill & train our sales team
Invest in our L&D department to upskill their knowledge of the industry & in particular the client
Appoint our general manager as the main point of contact
