Wessex Water is a water and sewage treatment business covering 10,000 square kilometres of South West England. It supplies 1.3m people with around 284m litres of water a day and treats 475 million litres of sewage from 2.7m customers a day.
Voted ‘Utility Company of the Year for 2011’ the Customer Service Unit (CSU) based in Bath operates 24 hours a day, 365 days a year and handles over 150,000 calls a year. The CSU’s objective was to monitor and measure all customer communication to ensure that staff training and development was focused on the most important customer centric issues. To do this, appropriate quality monitoring technology was needed.
The criteria identified by Ryan Davies, Operations Contact Centre Manager at Wessex Water covered: “cost efficiency, ease of use and productivity improvement.” The technical solution selected was the Red Box Quantify suite which provided PCI compliance through ‘pause and resume recording’ for the billing operations at the company’s sister site in Nailsea, live monitoring, automated report scheduling and customised scoring forms for quality monitoring.
According to Ryan Davies “the implementation of the quality module presented us with a great opportunity to review our call grading criteria. We were able to introduce a new category for professionalism using a sliding scale which had not previously been possible.” Ryan continues: “our quality monitoring was previously delivered via Excel spreadsheets. The Quantify software provides immediacy of reports. We can now look across all data and identify areas which require attention and further coaching.”
Features such as the live monitoring facility provide real-time guidance. The automated reporting function facilitates random recording with the software outputs supporting individual coaching. Ryan goes on to say “the Business Systems team have been very responsive throughout the whole process; the training given was focused, accessible and delivered what we wanted.”