Major energy provider unlocks seven-figure savings through centralized QA
The goal
To centralize QA across vendors to boost compliance, enhance customer experience, cut costs, and minimize regulatory risk and inefficiency.
Business impact
$2.5M
annual savings from supplier rate reductions
$0.7M
annual savings through in-house QA optimization
$0.5M
net annual savings
25%
decrease in complaints per 100K customers (within 6 months)*
36%
improvement in CSAT (within 12 months)*
*These metrics reflect business improvements achieved during the broader transformation program, which included centralizing QA.
The challenge
A major U.K. energy provider faced significant hurdles in managing quality assurance (QA) across multiple vendors. Fragmented QA practices led to operational inefficiencies, compliance risks and limited customer insight. Siloed self-assessment created gaps in oversight, making it difficult to maintain regulatory confidence and deliver a consistent customer experience.
To address these challenges, the provider turned to Foundever®, already a trusted partner that consistently delivered strong performance in their customer-facing operations. Previous attempts to scale QA managed services with another vendor fell short, prompting the provider to seek a partner that could align with their vision, strengthen governance and adapt alongside the business.
The client and Foundever established a centralized, independent QA function delivering rapid cost reductions, stronger compliance, and a sharp rise in customer satisfaction, all within 12 months. The key features included:
- Centralized quality oversight: One standard, one set of metrics — applying objective QA across all vendors and channels
- Transparent reporting: Live dashboards gave leaders instant visibility into every layer of performance
- Risk-based auditing: Proactive monitoring targeted regulatory hotspots before they could become liabilities
- Upskilled teams: Internal experts were trained and accredited, reducing resource strain and driving continuous improvement
- Supplier optimization: Renegotiated contracts and smarter staffing models eliminated inefficiency and locked in savings
Supplier efficiency gains were unlocked through contract renegotiation and the removal of fixed QA ratios, supporting further cost reduction.
Business impact
Since implementing centralized QA as part of a wider transformation, the provider has seen:
$2.5M
annual savings from supplier rate reductions
0.7M
annual savings through in-house QA optimization
$0.5M
net annual savings
25%
decrease in complaints per 100K customers (within 6 months)
36%
improvement in CSAT (within 12 months)
The energy provider moved from reactive oversight to proactive control — achieving robust compliance, operational agility and a stronger relationship with sector regulators. Resources were freed to focus on innovation and growth, while customers enjoyed a markedly improved experience. Armed with a scalable QA model and actionable insights, the provider is now positioned to accelerate digital transformation and deliver even greater value to its customers.