Proactive automation of processes reduced the amount of demand on agents, meaning agents could focus on complex queries for customers who needed attention. This lead to 94% compliance with service levels and making UK Power Networks eligible for incentive bonuses.
“We were able to react quickly, and record a message about the situation so the IVR could communicate that message when the affected region called in. Customers were able to drop off the line as soon as they listened to the message as they had the information they needed. It’s incredible that we can manage these spikes so effectively.”
Contact Center Manager Service Delivery Manager, UK Power Networks