Redefining Collections for the Modern Utility
Transforming customer engagement, compliance, and recovery through AI-enabled, human-centered solutions.
The Challenge
Utilities are facing increasing complexity: rising customer vulnerability, tighter regulation, and inefficient internal processes that slow recovery and frustrate customers. At the same time, margins are tight, reaffirming the need to maximise revenue from overdue accounts. While onboarding journeys are well-invested, collections processes are often manual, fragmented, and reactive, creating unnecessary cost and reputational risk.
Whilst the rapid evolution of AI may appear to be the silver bullet, it’s not. As a company which has invested huge amounts of money and resources into AI, we know that it’s just one part of an overall strategy. Whilst we have been successful, some companies are even finding that by the time their AI technologies are fully implemented, they are obsolete or have been surpassed by newer technologies and often don’t yield the anticipated results.
Industry data suggests that across the whole utility sector, total debt is at £6 Billion with significant increases in aged debt. Industry regulation is becoming increasingly intense and customers are more willing to switch suppliers based purely on poor service.
Whilst the above might seem overwhelming, there are still huge opportunities for utility companies to expand and increase their profitability. We have been able to prove that a customer services and collections provider can have a dramatic impact on addressing all of these challenges. Even more importantly is that we can do this without the effort from our clients or the risk as we’ve already built the system to address these challenges.
Bill Gosling Outsourcing helps utilities collect smarter. We combine deep knowledge, advanced technology, and highly skilled people to make every interaction more productive, more compliant, and more human. We don’t just execute collections: we help our clients re-engineer them, improving both customer experience and organisational efficiency. Collections aren’t about chasing payments. They’re about engagement and helping customers move forward.
Collections That Perform — Built for the Utility Sector
Bill Gosling Outsourcing delivers collections excellence for the UK utility sector through a proven balance of human expertise, regulatory rigour, and intelligent technology. We understand the realities of tight margins, heightened compliance demands, and increasing customer vulnerability. Our model is designed to strengthen recoveries and operational efficiency while ensuring every interaction is handled with fairness, empathy, and accountability. It is a performance approach that protects revenue, safeguards reputation, and supports better outcomes for both customers and regulators.
We’ve been in business for 70 years and the fact that we’ve been able to retain and grow our utilities clients when often working in competition with other panel members is testament to the fact that what we’re doing is working. This hasn’t happened by chance. We have built an entire ecosystem of excellent collectors, cutting-edge technologies, world-class processes and an entire company brimming with ideas of how to constantly improve the work we do for our clients.
But just don’t take our word for it, this is what one of our valued UK leading utilities clients has recently said about us:
Quote from an existing utility client
I can confidently say that partnering with Bill Gosling has delivered measurable and significant benefits to our organization, our team, and—most importantly—our customers. From the organizational perspective, Bill Gosling has played a key role in helping us exceed our previous year’s response to supporting customers. Their deep understanding of the utilities sector, combined with their customer-first approach, has led to a notable increase in customer resolutions and collections.
For our team, Bill Gosling’s proactive and open approach to knowledge sharing and training has resulted in a more cohesive working relationship between both teams. This collaboration has led to measurable improvements in our first-contact resolution rates and an increase in NPS for customers in debt, allowing us to deliver a better, faster service to our customers. Additionally, Bill Gosling has helped us proactively address potential issues before they escalate, increasing NPS and customer loyalty.
Bill Gosling have gone above and beyond over the last year, when customers have needed it most, creating a lasting positive impact for both our organization and our valued customers!
Better, Smarter Collections
By partnering with Bill Gosling Outsourcing, utilities gain access to a structured, insight-driven operation that continually adapts to business and regulatory change.
- Higher recoveries: Data-led segmentation and tailored engagement.
- Reduced cost-to-serve: Through automation and process optimisation.
- Improved compliance: Full audit visibility and regulatory confidence.
- Better customer outcomes: Especially in vulnerable situations.
KPI Dashboards, Business Reviews
and Data Visualization
Secure, on-the-go access to reports
Interactive dashboards and reports
Real-time updates
360° organizational visibility
Seamless transition and implementation
Unified view by connecting data sources (Dialer, CRM, Billing, QA tools, Speech Analytics, and more)
How We Transform Utility Collections
We have a range of tools to help our clients completely transform
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Comprehensive Call Insights
Listens, transcribes, and analyses every call to provide timely, data-driven feedback for actionable improvements.
Increased Sales & Conversions
Identifies upsell and cross-sell opportunities.
Performance Coaching
Identifies agent strengths and areas for improvement, helping boost efficiency and CSAT.
Data-Driven Decision Making
Provides leadership with clear insights to optimize operations and improve agent performance.
Seamless Integration
Works alongside existing systems to enhance workflow.
Customer Sentiment Analysis
Detects customer emotions and trends to enhance service quality.
100% Customizable
Tailored insights and analytics to fit your specific goals and challenges.
Compliance & Quality Assurance
Flags compliance risks and ensures conversations meet regulatory standards.
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People with Purpose
Our people aren’t just collectors — they’re specialists. We firmly believe that the approach taken by our competitors to take on anyone who applies is one we believe just does not work. We have a systematic approach backed by technology and expert resourcers. They recruit people with the specific talents we need and who can grow with our support.
We invest heavily in the design and delivery of our training to ensure that our agents have the skills and knowledge they need. Our AI-powered NEQQO tool is by far the best tool for assessing collections calls anywhere in the world. It provides rapid feedback to ensure that our agents can be the best they can be.
We know that high quality collections agents are a precious resource that we must nurture and respect. We’ve therefore built an entire culture dedicated to nurturing their talents, understanding their concerns and listening to their feedback. We can’t hide the fact that collections is a challenging environment, which is why we see so many of our competitors having unsustainably high levels of attrition. Our attrition-busting programme dictates a series of interventions that we take to ensure staff turnover is minimised but this is only part of our solution. We have created a supportive culture throughout our business which our staff regularly tell us is incredible. This culture comes right from the top of our business and ensures that every staff member has everything they need to enjoy and flourish in their role.
Experienced agents bring deeper capability and help develop the next generation of talent. We invest in their growth because skilled, confident people consistently deliver stronger outcomes: improved collections performance and higher customer satisfaction. Our people succeed when your customers succeed, and that alignment drives measurable, sustained value.
A Culture That Enables Innovation
We know that utility companies who stand still are eventually overtaken by their competitors. Our structured processes create an organised culture where teams aren’t firefighting — they’re innovating. By removing operational chaos, we give space for ideas to flourish, ensuring continuous progress in how we work and how we deliver results.
Everyone’s opinions within Bill Gosling Outsourcing are valued and the majority of the ideas that we’ve brought to fruition for our clients have come from our frontline staff. With over 6,000 employees, we have over 6,000 minds looking for opportunities to improve. Most of these results in small improvements such as changing calling patterns, but some have resulted in significant changes. All these incremental changes will have a positive impact on either customer satisfaction, regulatory compliance or your profits.
Our structured approach to innovation starts with ideation where we have a wide range of channels from townhalls and suggestions through to a Global Innovation Council which takes ideas which have succeeded elsewhere in our global company to see if they can work in the UK. Each idea that goes through our assessment process is discussed with clients who decide if, how, and when to adopt it. We then further refine the idea before a test, full roll out and continuous assessment to see if it can be done even better. It’s a system which we’ve used 1000s of times and it works.
Partnering with Bill Gosling Outsourcing means partnering with a team that never stands still. Our Continuous Improvement Framework ensures that every programme evolves, bringing new ideas to maximise revenue, enhance efficiency, and strengthen compliance.
The Complete Solution
Bill Gosling Outsourcing provides every aspect of customer contact and support from our UK and high-quality offshore locations:
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This integration removes friction, simplifies governance, and ensures a consistent experience for customers.
Give Us a Try — The Champion Challenge
If you want to examine in more detail what better could look like, we offer a free workshop where we examine your situation and present you with a detailed roadmap of how to take your collections to the next level,
If you ever want to use our services, we offer flexible engagement terms that let you experience Bill Gosling Outsourcing’s performance before making a long-term commitment. Our structured Project & Transition Framework removes the stress of implementation — ensuring a seamless, well-governed setup managed by experts who understand the utility environment.
“Let us take the strain — and prove what we can deliver.”
With mature strategies, future-ready technology, and a culture built for innovation, Bill Gosling Outsourcing delivers measurable performance that protects both customers and reputation.
Structured Performance. Intelligent Collections. Powered by Bill Gosling Outsourcing.
Talk to: James Robertson, VP Sales — Bill Gosling Outsourcing
james.robertson@billgosling.com (213) 700-0456 billgosling.com
