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Over 3.8 million customers choose to get their energy from E.ON, making them one of the leading energy providers in the UK. With over 5,500 agents working in contact centres around the world, their aim is to make energy simpler, smarter and more sustainable.
We were engaged to create a fresh, positive and caller experience that reflected their brand identity. As part of the set-up, we redesigned the call flows, re-scripted all prompts and recorded them using voice artists and music tracks that reflected E.ON’s brand. This included re-designing the telephony main menu with a more customer focused approach to enable the customer the opportunity to self serve.
A key part of self-serve is getting customers to use it in the first place. The design of the new menu was done with this improvement in mind.
With our managed service we work in partnership with E.ON, supporting changes and making recommendations to ensure the caller journey is always consistent and positive, in a climate where change is the only real constant.
- Simplify and enhance the customer journey
- Reduce internal transfers
- Increase awareness of relevant product and solutions
- Create new messaging to promote digital awareness
- Promote the benefits of self-service / positive deflection (where appropriate)
Results
“Speech recognition success increased from 61% to 75%”
“Customer complaints about caller experience all but disappeared”
“Internal complaints regarding caller journeys removed with increased response rates”
“Customer confidence increased” “Messages and music are now tailored to the caller creating a personalised journey”
“We’re able to update our messages quickly and professionally - your turnaround times are phenomenal”
“Over the course of the 3 week migration self-serve attempts went from @14k per week to @20k. Across the same period there was an increase from 20.5% to 23.1% of calls going into self-serve”
