Outsource for the Utilities Industry

Experienced utilities BPO helping you offshore your utilities job roles to the Philippines

Curious about outsourced utilities and what approach is best for your organization? Here’s what you need to know.

Few industries elicit as much emotion from the public, politicians and media as the provision of utilities. It’s rarely out of the press, whether it’s economic hardship, environmental protest, market regulation, or government involvement – and the news is rarely good.

Deloitte says this is a period of “transformation and profound change” for the utilities industry, and industry publication, Utility Dive, predicts that disruptions are expected to range “from a continuing shift to a cheaper, cleaner generation mix to a focus on grid modernization and distributed resource integration.”

Climate change in particular is having a significant and profound influence on industry across the board, and it’s changing everything about power systems and regulatory models. Traditional providers are being challenged by competition from alternative energy providers and consumer demands for more control over consumption and source of power.

Failure to recognize and act on that challenge is costing big money. GE lost US$193 billion in three years because it misjudged the impact of the world transition to cleaner energy and increasing energy efficiency, according to a report by the Institute for Energy Economics and Financial Analysis (IEEFA). In what the institute called “an epic failure of corporate governance”, GE lost almost three-quarters of its market capitalization.

But for those with their eyes open, there are huge opportunities in areas like renewable energy and energy distribution. According to the latest Wood Mackenzie U.S. Energy Storage Monitor, the US energy storage market has seen a 232% increase from Q1 2018, and a 6% jump from Q4 2018. And the global energy supply services segment as a service market is expected to grow at a rate of 10.8% from 2019 to 2024 (CAGR) to USD$86.9 billion.

Without doubt, highly specialized knowledge is required to successfully navigate these complex challenges and arrive at a point where you’re able to take advantage of the opportunities. And you’ll need to be extremely lean and efficient to offer emerging delivery models demanded by consumers (such as subscription services), as well as cleaner, cheaper and more reliable energy.

Some of that can be achieved by offshoring certain aspects of your business, such as finance, IT and data management. But outsourcing utilities roles or working with a utilities BPO isn’t just about the obvious cost benefit. It can actually enhance your capacity to provide omnichannel customer experiences such as live chat, 24/7 phone answering, sales and service, and it can also expand your online knowledge base.

That’s strategically important as consumers – both commercial and household – take advantage of increased market competition and technological capacity to demand more control over their consumption and expenditure.

Why is the utilities industry suited to offshoring?

Fortunately for utilities businesses, it’s an industry that’s particularly well suited to offshoring, because:

  • The expertise and infrastructure required to perform your business processes and specialized roles in customer service, IT, etc. already exists offshore, meaning that set-up costs are minimal, the quality of the work is high, and there’s widespread cultural acceptance of the practice among consumers generally.
  • Much of the work in the utilities industry is performed using cloud-based software, which is available via any browser, so the team’s physical location is irrelevant.
  • A lot of the work can be done at any time – not just in business hours. In fact, having access to staff outside of traditional office hours is a must for certain teams. And a good provider will give you access to people who can work any hours you choose.

Frequently offshored utilities roles

Some of the more frequently offshored utilities roles include:

Sample utilities employee profiles

At MicroSourcing, we have more than 350 specialists servicing clients in the utilities industry in our candidate database, and access to more than an additional 800 across the Philippines. Here are a few examples of real candidate profiles:

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  • Retention strategies knowledge
  • Customer service background
  • Understanding of sales retention
  • Computer literate
  • Creative problem solver
  • Customer-oriented
  • Active listening skills
  • Positive and friendly
  • Fluent in English


  • Customer Service Representative
  • Technical Support Representative
  • Customer Retention Specialist
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  • Capable of quickly adapting to changing environments
  • Flexible, committed and highly energetic individual with excellent communication skills
  • Well-versed in various computer applications
  • Can work with minimal supervision
  • People oriented, approachable and patient


  • Process Associate
  • Customer Service Representative
  • Telephone Operator & Secretary
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  • Process recovery on claims
  • Adherence to state and federal compliance policies, reimbursement policies, and contract
  • compliance
  • Inbound and outbound calls


  • Utility Coordinator/Property Manager
  • Senior Recovery Resolution Analyst
  • Customer Service Representative

Want to work with a top utilities BPO specialist in the Philippines?

Since our inception in 2006, MicroSourcing has become one of the biggest managed operations providers in the Philippines. With over 4,000 employees, 6 delivery centers and close to 200 clients, we can help you build a dedicated team in the Philippines, regardless of the roles and level of specialization you require.

Call today or send us an email to discuss your company’s needs. You could have an outsourced utilities team set up in the Philippines in as little as 6 weeks.

Our Outsourcing Business Consultants will discuss with you what roles can be outsourced, saving up to 70% on employment and housing costs. Once you identify your staffing requirements and complete our Job Description template, you'll receive an analysis of the relative employment costs at different levels of experience in your industry.

Additional resources

Sean Baker

Employing a Filipino healthcare information management team


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