Industry case study: energy and utilities, Australia
How AGL Expanded Customer Support and Digital Operations Through Outsourcing
AGL used outsourced support and technology partners to improve customer service, streamline operations, and support a broader digital transformation while managing pressure from regulation, service demand, and rising customer expectations.
Outsourced service delivery combined with digital transformation
- Service capability, strengthened
- 24/7
- Downtime entering the WA gas market
- Zero
- Response and resolution times
- Faster
AGL Energy combined outsourced service delivery with a long-term digital transformation, improving response and resolution times, lowering operating costs and strengthening its round-the-clock service.
As one of Australia's largest electricity and gas providers, AGL serves millions of residential and commercial customers. Customer service, billing, account support and digital systems all have to work reliably at once, including during billing cycles and outages.
Its approach to AGL customer service outsourcing shows how outsourced capacity and transformation can work together at scale.
The challenge: service, cost and transformation pressure at once
- Customer service carried high operating costs
- Demand was growing across channels, including round-the-clock coverage
- Billing cycles and outages created seasonal spikes in enquiries
- Pricing pressure and regulation made customer satisfaction more sensitive
- The business was moving from mass retailing toward a more personalised, digital-first model
The challenge wasn't just handling more contacts. It was improving customer experience and operating efficiency while the business modernised at scale.
The solution: outsourced capacity plus digital transformation
AGL worked with large delivery partners, including Tata Consultancy Services and Accenture, both of which have operations in the Philippines.
Delivery partners supported
- Customer service across voice and non-voice channels
- Billing and account management
- Back-office processing
- IT-related support
- A long-term transformation program led by TCS
The transformation focused on
- Upgrading internal systems to a future-ready state
- Digital sales, products and pricing
- Self-service tools for account management
- Automation, including a virtual service desk assistant and self-healing tools
More than labour support
The model combined outsourced operating capacity with digital and process change, so AGL could improve service while also changing how that service was delivered.
The results: better service and a stronger digital backbone
- Improved response and resolution times
- Higher customer satisfaction
- Lower operating costs
- Stronger 24/7 service capability across channels
- More efficient billing and account management
- Higher digital uptake and expanded self-service
- Expansion into the Western Australian gas market with zero downtime
- New intermediary sales models through partnerships with builders and online realtors
Outcomes are as described in publicly available case material. Specific figures weren't disclosed for most of them.
Is offshore support right for your energy business?
Outsourcing worked here because it wasn't treated as a simple cost move. It added capacity where service demand was highest. That tends to suit providers where:
- Billing cycles and outages create enquiry spikes
- Customer service and back-office costs keep rising
- Billing, accounts and support need more consistent execution
Read more about offshore billing and revenue administration officers and offshore teams for energy and utilities operations.
This case study is based on publicly available information about AGL Energy and its delivery partners.
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