October 2020 – Synergy Connect

The new norm?

October 29, 2020November 6, 2020

The Covid-19 crisis has created a wave of uncertainty across the globe and the latest lockdown in England will again test the robustness of all business.

At Synergy we remain fully operational Synergy as an authorised Business Process Outsourcer and our “Essential Services Status” ensures we can provide BAU solutions to our clients.

The new norm is anything but consistent and forces businesses to adapt their operating models. We remain flexible and are currently expanding our service teams to support several clients ensuring that they continue to provide quality of customer service in difficult times.

Services

Support for increased customer demand in winter

October 29, 2020November 3, 2020

With winter approaching and a greater increase in domestic energy usage than normal, due to the vast number of people now working from home, your existing customer service, back office and collections teams could be seriously stretched.

If you expect long waiting times during peak-time hours, placing a strain on your customer service team, Synergy can provide a professional, flexible solution. We can set up a cost-efficient overspill team in two to three weeks, to ensure that your customers continue to receive the quality of service that they expect.

Contact Steve Cripwell at steve.cripwell@synergyoutsourcingltd.co.uk or (+44) 20 3488 9561.

News

Our business continues to grow

October 29, 2020November 5, 2020

In the last couple of weeks we have responded to an urgent request from one of our retail clients. They have asked us to enlarge the size of their customer service team to cope with the expected increased consumer demand due to the new lock down in the UK, as well as the forthcoming Black Friday and Cyber Monday sales events.

In addition we are delighted that in the last three months three Utility and two Retail businesses have placed their trust in Synergy Outsourcing.

Due to the lock down, and travel restrictions, we have successfully transitioned all our new business remotely with daily project meetings managed through the wonders of video conferencing.

Congratulations to all of our September Synergy Excellence Award Winners Community

Synergy Excellence Award Winners

October 29, 2020November 4, 2020

Synergy is blessed to have a professional and hardworking team of people working for us and we in turn like to encourage and reward those who go the extra mile.

Each month, via our Synergy Excellence Awards (SEA) programme, we identify around 15 – 20 top performing colleagues who based on their quality of work, efficiency and attendance have excelled in their roles.

Award winners are selected from across the company including agents, managers and support staff and receive a certificate and a few gifts.

Infrastructure

Expanded Premises

October 29, 2020November 5, 2020

Given our recent growth, and to ensure we can accommodate future expansion, we have acquired an additional 3,500sqm of space for our facility in Durban. This provides capacity for an additional 300 – 400 employees in a Covid-19 working environment and a new total capacity of 2,000 FTEs in a normal working environment.

Durban, where Synergy is headquartered with two sites, is the most culturally aligned South African city to the UK. It boasts the largest skilled, accent-neutral workforce in South Africa, which means seamless conversation with customers and lead times on a par with onshore.

Community

Think Pink Drive

October 29, 2020November 3, 2020

Synergy is proud to have participated in Breast Cancer Awareness Month in October by organising a PinkDrive Fundraiser. Colleagues took part in raffles, cake sales and a number of adventurous souls were brave enough to have their hair colour-sprayed.

It was wonderful to see so many colleagues supporting our Think Pink Drive

All proceeds will be donated to PinkDrive NPC a health sector NGO whose focus is on citizens without access to reasonable care for breast, cervical, prostate and testicular cancer, and who reside in areas where health services do not reach.

PinkDrive operates four principal interventions through its flagship programmes, Clinical Breast Exams, Mammograms, Cervical Cancer Screening and Prostate Specific Antigen Testing.

Services

Synergy’s Services

October 29, 2020November 10, 2020

Synergy can provide a full suite of customer services and back office functions to ensure you’re ready to connect with your customers when they need you.

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
DD PP payment collections and changes
Annual account reviews
Debt management and refunds
General enquiries

Back Office:

Enrolement and registration
Billing
Customer and 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
Agreeing repayment plans
Payment processing using client or stand-alone platform
Focus on Direct Debit conversion

Customer retention

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

Contact Steve Cripwell at steve.cripwell@synergyoutsourcingltd.co.uk or (+44) 20 3488 9561.

News

We have capacity

October 29, 2020November 3, 2020

We currently have further resource and a rapidly scalable solution ready to help your business with its customer service, back office or collections requirements. Our advisors, experienced in utilities (B2B and B2C), telecoms, retail, broadband and gaming, can be fully brand-trained remotely and be operational in as little as two weeks.

Contact Steve Cripwell at steve.cripwell@synergyoutsourcingltd.co.uk or (+44) 20 3488 9561.

Month: October 2020

Inbound Customer Service:

Back Office:

Customer solutions:

Customer retention

Smart Metering Appointments