Thames Water has extended its business process outsourcing contract with Xansa in a 12-month deal.
Xansa will continue to manage the utility firm’s back-office processes for metered billing exceptions, customer correspondence and other activities. The outsourcing firm currently handles about 700,000 customer interactions a year for Thames Water.
The contract includes outsourcing part of the service to India.
Mike Tempest, customer services director at Thames Water, said: “We have a highly successful, integrated delivery approach to service provision. It also allows us to continue to free up resources for deployment elsewhere within our organisation.
“The flexibility of the solution enables us to respond effectively to the seasonal variations in the demand for customer services.”
The extension takes the contract term to six years.