CE Electric UK delivers electricity to over 3.8 million properties across the North East of England, Yorkshire and Northern Lincolnshire.
Reinforcing their commitment to service and ensuring regulatory requirements are met, they have invested in a call recording and quality monitoring system from Business Systems which has been rolled out across their Call Centres, Customer Services Centre and Control Centres.
CE Electric Control Centres provide mission critical services via their engineers who have the precarious task of energising and de-energising anything up to 132,000 Volts in the electricity distribution system. Field engineers rely on the Control Centre when dealing with faults and conducting ongoing maintenance by agreeing via telephone whether the work required is safe to perform and follows correct protocol.
In comparison the Call Centre’s primary purpose is responding to the public when they lose electricity and providing progress reports on problem resolution. The ability to maintain service levels here is key, particularly if the situation is exacerbated by a major incident on the network.
Verint Audiolog was selected as it was considered a best of breed solution which could be relied upon to provide a single view across the business with the ability to monitor all sites from one point. A CTI link ensured recordings could be searched and retrieved based on agent or operator name and an intuitive front end web system makes search and retrieval easier, saving time and giving operators the ability to drill down into individual calls.
From a quality evaluation perspective, the product is also delivering. Agents are regularly reviewed and critiqued in areas such as ‘willingness to help’ and ‘politeness’ to measure the effectiveness of customer handling. Since the implementation of the system following each agent evaluation, the call centre team has typically seen an increase of between 15 – 20% on agent scores.
George Stones, Telecoms Customer Service Manager, CE Electric concludes “Business Systems ultimately provide the whole package; a best fit product, strong customer references whilst being responsive and easy to work with.”