Industry case study: energy and utilities, Australia
How EnergyAustralia Shifted CX Offshore to Support Efficiency Goals
EnergyAustralia moved part of its customer service operation offshore as part of a broader effort to improve efficiency and manage operating costs.
Customer service functions moved to Manila
- Call centres closed, functions moved offshore
- 1 of 3
- On-and-off onsite support during setup
- 11 wks
- Offshore locations, Philippines and India
- 2
EnergyAustralia moved part of its customer service operation to the Philippines as part of a broader push to improve efficiency and manage operating costs.
One of Australia's major electricity and gas retailers, EnergyAustralia runs customer operations that carry significant labour costs, service pressure and regulatory sensitivity. Changes to those operations affect both cost and service.
The EnergyAustralia offshore call centre move shows what a large retailer invested to stand up offshore customer service properly.
The challenge: improving the economics of customer operations
Public reporting tied the move to efficiency and cost measures in customer operations. EnergyAustralia still needed customer service capacity, but it needed to deliver it more efficiently inside a business already under cost and performance pressure.
The question wasn't whether the function mattered. It was how to deliver it in a way that better fit the company's operating goals.
The solution: moving customer service functions to Manila
A 2015 report stated that EnergyAustralia would close one of its three call centres and move its functions to the Philippines.
Moved offshore
- Customer service functions from one call centre
- Contact centre operations
- Back-office support
How the transition was handled
- Active process transfer, not a simple handoff
- Culture alignment and training during the Manila setup
- Internal staff travelling on and off for 11 weeks to support training
- Supplier oversight expectations, referenced in later disclosures
An ongoing offshore footprint
Later disclosures, including a 2024 modern slavery statement, confirmed EnergyAustralia continued to use outsourced call centre and back-of-house services offshore, including in the Philippines and India.
The results: offshore delivery became part of the service model
- Customer service functions moved offshore in support of efficiency and cost goals
- The Manila operation was stood up with direct training and transfer support
- Outsourced call centre and back-office services in the Philippines and India remained part of the model over time
Public sources didn't disclose cost or service performance figures for this move.
Is offshore customer support right for your energy business?
It tends to work best when:
- Billing queries, account changes and customer contact create heavy daily load
- You want internal teams focused on oversight, compliance and service continuity
- You're prepared to invest in process transfer and training during setup
Read more about offshore customer service representatives for energy providers and offshore teams for energy and utilities operations.
This case study is based on publicly reported information, including a 2015 media report and EnergyAustralia's 2024 modern slavery statement.
Plan an offshore customer support team the right way
We'll help you identify which billing, account and contact workflows suit offshore delivery, and how to transfer them without disrupting service.
Get Started With Confidence
When your platform is secure and your risk is managed, you can scale your marketing with total confidence. Offshore 24/7 secures that capital protection for you.
Michael C.
Web Dev
Karen P.
Real Estate VA
Ranilyn G.
Property Manager
Mary D.
Auditor & Accountant
What Our Clients Say About Us
Hundreds of Australian businesses have used Offshore 24/7 to hire offshore staff in the Philippines — from their first virtual assistant to full offshore departments. Here's what they say.
"Working with Offshore 24/7 has been a fantastic experience for us. We’ve brought five new team members on board through them, and I couldn’t be happier with the results. Each of our new hires has shown a strong work ethic and fits in perfectly with our team. Ben and Jen, our go-to contacts, have been incredible throughout the entire process. They’re always just a call or email away and have been incredibly supportive and responsive. Their dedication really made the hiring process smooth and stress-free. If you’re looking for a reliable staffing partner, I strongly recommend Offshore 24/7. They’ve been a game-changer for us!"
Apartments Plus & The Property Business
"Working with Offshore 24/7 has been an outstanding experience for our company. Their professionalism and deep understanding of our needs led to the perfect placement of an exceptional staff member who has significantly contributed to our team's success. From the outset, Offshore 24/7 took the time to thoroughly understand our company culture and specific requirements. They provided a curated list of candidates, each of whom was not only highly qualified but also a great fit for our team. Their keen insight and attention to detail were evident throughout the recruitment process. Highly recommend the team at Offshore 24/7 when looking to place a staff member located overseas."
Aussie Property
"We were struggling to find a reliable lead generation partner until I discovered Offshore 247. Their team's expertise and dedication transformed our sales pipeline, within weeks, we saw a significant increase in qualified leads, resulting in substantial revenue growth, Offshore 247's professionalism, communication, and customized solutions exceeded my expectations, their ability to understand our unique needs and adapt their strategies accordingly has been invaluable, we highly recommend Offshore 247 to any business seeking efficient and effective lead generation solutions, their partnership has been a game-changer for our company."
My Business Plus
Get in Touch
Ready to scale your team?
Fill out the form and our team will get back to you within 24 hours to discuss your virtual assistant needs. Let's find the perfect fit for your business.
Fast Response
We'll get back to you within 24 hours.
Tailored Matching
We hand-pick candidates for your specific needs.
