Electric Ireland has chosen Abtran, the Irish business process outsourcing company, as its continued partner in the delivery of proactive service solutions to its 1.2 million customers by committing to a further five year contract. Abtran is headquartered in Cork. Abtran, which has worked with Electric Ireland since 2004, will endeavor to re-engineer the current service offering through advances in technology, customer analytics and service innovation. This will ensure that the Electric Ireland brand continues to be recognised as a leader in the Irish energy market by residential and business customers.
Abtran’s focus will be on providing excellent service to Electric Ireland’s customers by reducing the cost to serve and optimising revenues. The Electric Ireland contract was awarded following a competitive tendering process which attracted interest from several national and international outsourcing companies.
Liam Molloy, general manager of Electric Ireland, says: “This contract represents great value for us and our customers. It allows us to continue to build on the highly customer-centric service already in place while achieving further efficiencies through process improvements and technology. Abtran’s bid was the best both in terms of innovation and efficiencies and so offered best value for money. Abtran have become part of our business, working from the inside with our teams to achieve our customer service goals.”
Abtran employs over 1,000 people in Cork and this contract award is a strong endorsement of the local pool of talent and underlines Electric Ireland’s continued contribution to the local and national economy.
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Picture shows Michael Fitzgerald (left), managing director of Abtran, with Liam Molloy, general manager of Electric Ireland.