The Challenge
A leading regional utility provider faced mounting pressure to deliver exceptional customer service while managing rising operational costs. Their internal teams were stretched thin, and leadership sought a partner who could not only scale support operations but also elevate the customer experience—without compromising quality or agility.
The Solution
Evergreen stepped in with a hybrid delivery model that combined onshore expertise with offshore scalability. Starting with email support, our team quickly transitioned to managing a full-service contact center, including a local Atlanta-based operation and a high-performing offshore team based in our Hyderabad delivery center.
We deployed:
- 16 offshore agents, supported by 2 team leads and 1 operations manager
- A low-touch onshore team of 4 specialists
- A bi-weekly management cadence and continuous communication via Teams
- Monthly training and upskilling sessions, facilitated by Evergreen and powered by client-provided content
How We Changed the Game
What began as a cost-saving initiative evolved into a strategic CX transformation. Evergreen absorbed initial margin pressures to ensure long-term success, transitioning from staff augmentation to full-service delivery. Our proactive approach, cultural alignment, and operational excellence helped the client scale from 50 to 100 agents and secured our team a second-year contract.
Outcomes & Impacts:
- 18,998 emails processed in the first year alone
- Zero attrition for the first 11 months of the program
- Received the #1 Residential Customer Satisfaction Award in the South Region by JD Power
- Positioned as the preferred partner across the Southern Company ecosystem with expansion into new RFPs for Alabama and Mississippi
the Evergreen Difference
Evergreen doesn’t just deliver—we embed, scale, and optimize. Our delivery model is built on agility, transparency, and performance. Here’s how we made it happen:
- Strategic resource allocation across geographies, balancing cost and quality
- Smooth transition from onshore to offshore, maintaining continuity and performance
- Morale-building initiatives including team lunches, field days, and onsite engagement
- Continuous improvement through monthly refreshers and skill-building
- Transparent reporting via weekly and monthly business reviews
- Client-aligned communication structure, with dedicated program leads and low-touch oversight
This approach enabled us to outperform internal teams and contribute directly to award-winning customer satisfaction outcomes.
Areas of Expertise
- Customer Experience Strategy
- Contact Center Operations
- Offshore Delivery Management
- Training & Enablement
- Performance Analytics
Our People Approach
Evergreen’s delivery model is built around empowered teams and intentional engagement. For this program, we structured our workforce to maximize performance and minimize overhead, which included:
- A dedicated offshore team of 16 agents, supported by 2 team leads and 1 operations manager, based in our Hyderabad delivery center
- A lean onshore team of 4 consultants, managed with a low-touch, high-trust approach
- Biweekly check-ins and continuous communication via Teams to ensure alignment and responsiveness
We prioritized consultant experience and retention, achieving zero attrition for the first 11 months of the program. Our offshore agents transitioned from remote work to onsite collaboration at the operations center, enhancing team cohesion and accountability.
The following training and development elements were central to our success:
- Evergreen facilitated monthly refresher sessions and skill-building workshops using client-provided content
- Offshore agents consistently requested additional training, demonstrating a strong culture of growth and ownership
- Our teams participated in morale-building events like team lunches, field days, and grand openings—reinforcing engagement and pride in their work
This people-first approach enabled us to outperform internal teams and contribute directly to award-winning customer satisfaction outcomes.
Ready to Elevate your business?
By partnering with Evergreen, this leading regional utility provider successfully implemented a hybrid onshore and offshore delivery model to scale their contact center and strategically elevate their customer experience. This transformation resulted in a 100% increase in agent capacity, zero attrition for nearly a year, and contributed to the client winning a prestigious J.D. Power Residential Customer Satisfaction Award.
Let’s talk about how Evergreen can help you scale smarter, serve better, and win bigger. Whether you’re in utilities, healthcare, retail, or tech—customer experience is your competitive edge. We’re here to help you sharpen it.
How to Improve Retention on Your Customer Support Team
By
If you’re in the customer support industry, you know that customer support agents are truly the backbone of any successful business….
Three Ways to Solve Attrition in Contact Care Centers
By
Contact centers—or, as Evergreen calls them, contact care centers—are the backbone of many companies’ customer service operations…
Uniting Human Intelligence and AI to Unlock Value
By
I spent three days immersed in the Databricks Data & AI Summit expecting to be captivated by the amazing advancement of data and AI…
Emphasis on Outcome-Based Delivery Models: A New Standard for Service Engagements
By
The shift from traditional time-based billing to outcome-based delivery models represents a fundamental change in how value is delivered….
by Mercedes Draffin
by Justin Groseclose
by Christian Moore
