Northumbrian Water case study

Northumbrian Water Group supplies customers with drinking water in the Essex and Suffolk counties of the United Kingdom. The group also distribute and supply drinking water and sewage services to customers across the North East of England. In addition to the core business of collecting, treating, and supplying drinking water, Northumbrian Water Limited provide a leisure business for holidaymakers.

They also orchestrate property search solutions for new homeowners relating to water, waste, contaminated land, flooding and planning applications. Suffering from a very basic and antiquated automated contact centre solution, Northumbrian Water callers were inherently dropping out of calls due to a poor overall customer experience. Extended waiting times were exacerbated by poorly sign-posted IVR and in-queue experiences. Employing our contact centre consultancy services, Kelvin Curtis and Dee Chapman, who head up the contact centre operation at Northumbrian Water, successfully reduced call misrouting and caller abandonment across their entire telephony platform.