Accenture Utilities BPO Services’ Revenue Cycle Operations Team for BC Hydro in Vancouver, Canada, won the Stevie® Award for Back-office Customer Service Team of the Year in the customer service awards categories of the 2011 Stevie® Awards for Sales & Customer Service. (Entries for the 2012 awards are open through January 18 - submit your entries now.)
As the pressure on businesses to lower risks and control costs while still achieving high customer satisfaction performance grows, so has the importance of business process outsourcing. Here we look at how Accenture Utilities BPO Services’ Stevie Award-winning team has helped find this crucial balance.
What is Business Process Outsourcing?
Business process outsourcing (BPO) is a valuable strategy for companies seeking new ways to achieve high performance by controlling costs, reducing risk, fostering collaboration, and increasing transparency. In its Office Support surveys of its clients, Accenture is achieving a stunning satisfaction rating of 98% overall.
Three Ways Accenture Utilities BPO Services’ Revenue Cycle Operations (RCO) Team Succeeds at BPO and Customer Satisfaction:
- Fosters Employee Appreciation
Accenture Utilities BPO Services' Revenue Cycle Operations (RCO) team is made up of groups of dedicated employees from the Billing, Credit & Collections, Payments, Security, and Support Services departments. RCO team leader Maureen Lachnit is a firm believer in staff appreciation. Her motto is: “Always do the right thing. If you take care of your people, the business will succeed.”
- Encourages Change from Within
Accenture Utilities BPO Services encourages employees to create and run committees in order to drive changes in the workplace that involve both system and process improvements. The RCO team has several committees, including both the Events Committee (in charge of all in-house as well as all community-based events), and the Working Committee (which strives to enhance employee morale through the Grow BPO campaign by highlighting company achievements and focusing on areas of future growth).
- Cultivates Corporate Citizenship
Community outreach is at the heart of everything Accenture’s RCO team does. On December 15, 2011, BC Hydro and Accenture held their annual Holiday Cheer Event, a joint partnership to help raise donations for the Greater Vancouver Food Bank. BC Hydro and Accenture employees raised the grand total of $31,245 for the Food Bank in just two hours at this event. In 2010, the RCO team gave back to local charities by raising hundreds of dollars for the Union Gospel Mission and the Burnaby Christmas Bureau Angel Project.
About Maureen Lachnit
As the lead of Revenue Cycle Operations, Maureen Lachnit has dedicated over 30 years of her career to Accenture. She started as an Application Clerk and continued her journey through various departments. Maureen strives to keep her team focused on Accenture’s core values and fully supports initiatives like the RCO Events Committee. She is committed to helping engage employees and to providing staff with opportunities for growth. Her keen business sense drives improvements and innovations and ensures that Accenture maintains and exceeds client expectations and satisfaction.
Accenture is a global management consulting, technology services, and outsourcing company, with more than 244,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$25.5 billion for the fiscal year ended Aug. 31, 2011. Their home page is www.accenture.com.