Energy and utilities
BPO for energy and utilities in Portugal and the Lusophone corridor
High-volume customer operations, contractor administration and procurement documentation, in Portugal and for operations in Angola and Mozambique.
The pressure on energy and utilities in Portugal
Tariff changes and billing cycles produce contact peaks that are predictable in date and unpredictable in size, which is exactly the kind of load that fixed headcount handles badly.
On the industrial side, contractor administration and procurement documentation are record-keeping and traceability work, frequently audited, and rarely the work a company wants its engineers doing.
What we run
- Customer service and retention, by voice and in writing
- Billing, meter reading and complaints support
- Contractor administration and health and safety records management
- Procurement documentation and vendor coordination
What we do not do
We do not take on technical network operations or any decision with industrial safety implications. The work is administrative and customer-facing, and the boundary is defined in writing during transition.
Delivery models that suit energy and utilities
Onshore Portugal
When data cannot leave the EEA, or when the end customer is Portuguese
Stay inside the EEA. No transfer.
Lusophone corridor
When you operate in Angola or Mozambique and need European governance
The Lisbon tier stays in the EEA. Local operations require standard contractual clauses.
Brazil
When scale and cost are the priority, or the market served is Brazilian
No adequacy decision. Requires standard contractual clauses and a transfer impact assessment.
Global network
When you need continuous cover, specific languages or the lowest cost
Poland is inside the EEA. The others require standard contractual clauses.
Most requested services in this sector
- Customer supportContact centre operations in Portuguese, English and more than thirty languages, across voice, email, chat and social.
- Back officeAdministrative processing, document management, data entry and internal operations support.
- Data processingExtraction, classification, validation and enrichment of data at volume, with measured quality control.
- Credit and collectionsAmicable collections and arrears portfolio management, respecting the applicable rules and the commercial relationship.
Frequently asked questions
Can you absorb a tariff-change peak?
Yes, with an agreed capacity reserve and training prepared ahead of the specific change.
Do you work with Angolan operations?
Yes. It is one of the Lusophone corridor workload families, coordinated from Lisbon.
Do you manage safety records?
We handle the document management and expiry tracking. Technical responsibility remains yours.
Can customer service stay in Portugal?
It can, and for the domestic market it is what we recommend, in native European Portuguese.
Can you train for a specific tariff change?
Yes, and it is done before the peak rather than during it. A team trained mid-campaign has already lost the first week.
How long does it take to start?
Four to eight weeks in Portugal and three to six in the global hubs, from a signed proposal. Transition begins by documenting the process, not by transferring it.
What is the minimum size?
Three full-time people for a dedicated team, which is the minimum to cover holidays and absence. Below that we propose a shared team.
How is the service measured?
Against metrics agreed before the operation opens, with a threshold below which we enter a recovery plan. It is not a conversation that starts when the client complains.
What if we want to end it?
There is agreed notice and a written reversal plan. The process documentation is yours from day one and leaves with you.
Let us look at the numbers for your case
Tell us which processes you want to outsource, in which languages and at what volume. We come back with a euro estimate and an operating design, with no commitment.
We reply within 6 hours on working days. If you would rather write: info@corpshore.solutions