CX Training Strategies

In May 2018, BC Hydro insourced all of its employee services and customer care functions, including the call center, billing, payments and credit and collections, after having outsourced these roles to Accenture Business Services since 2003. CX training strategies were at the forefront during this change.

The company’s key challenge was to ensure minimal customer disruption while rolling out the welcome mat for approximately 300 new employees, who were gathered into small groups to learn about BC Hydro’s focus on the customer experience.


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