Quality service, satisfied customers

Iberdrola, a Spanish multinational operating in the energy sector, was looking to transform its customer service center.


An operation was conducted focusing on achieving objectives and increasing the quality of service for residential customers and businesses, as well as providing support to Iberdrola’s business network, by integrating multichannel services including Facebook and Twitter.

This transformation, which has driven results that have consistently exceeded key business indicators, has made it possible for Iberdrola’s new contact center to be considered the best in Spain according to the Spanish Customer Service Association.


Thanks to Intelcia, in 2012 and 2014 we won the award for the best customer service center in Spain as a result of improvements in the quality of service and customer satisfaction.

Manuel Solé

Head of the Telephone Channel Department

Outstanding results


  • Improvement in 4 percentage points (p.p.) in the service level, 10 p.p. in first call resolution, and 6 p.p. in quality of service.
  • 24% reduction in cost per minute of calls, and 44% reduction per contract over six years.
  • 7.4 x increase in gas sales, 2.4 x increase in electricity sales, and 3.6 x increase in sales of products and additional services over five years.


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