www.managedITmag.co.uk 23 CONTACT CENTRE Empowering wellbeing How Calabrio is helping UK Power Networks support vulnerable customers and enhance agent wellbeing UK Power Networks is the distribution network operator (DNO) for London, the South-East and East of England. It owns and maintains a network of around 46,000 kilometres of overhead lines, 138,000 kilometres of underground cables and 120,000 substations, providing electricity to 8.5 million homes and businesses. Its contact centre based in Ipswich, Suffolk employs approximately 320 people including 120 agents specialising in inbound enquiries and an additional 150 agents that handle various support functions across different channels, including voice, chat and video. UK Power Networks GE, Resourcing and MI Manager Jamie Airey manages all aspects of resource allocation and operational functions for the contact centre, including support services and specialised help for vulnerable customers who might need extra support during a power cut. Airey says the latter is a top priority for UK Power Networks and that in their interactions with customers call centre agents aim to identify not just people who rely on electricity for medical equipment but also the financially vulnerable. “We speak directly to our customers and ask them if there is anyone at the property who may be vulnerable or if they have any concerns,” he said. “Due to the rising cost of living, there has been an increase in fuel poverty and we have a dedicated strategy to support these customers in need, which can include providing hot meals during a power cut.” Vulnerability classifications To ensure it provides appropriate assistance, UK Power Networks categorises vulnerable customers according to their level of need. The highest level, Category Three, is for those who rely on power for medical reasons. “These could be customers who are unfortunately on end-of-life care or rely on electricity just for normal living, for example to power oxygen concentrators or machines,” explains Airey. In a crisis, agents will proactively reach out to Category Three customers and make sure they are looked after and given a ‘goldplated service’. They will also reach out to Category One and Category Two customers and direct them to their website for further support. If they identify someone who might need additional help, they will check-in with them at all touch points on that journey. Engaging with vulnerable customers is essential, but it can be a challenge, as individuals experiencing financial strain or emotional distress are often reluctant to discuss personal matters over the phone. Sometimes, they are more comfortable communicating via chat or a video call, which is where UK Power Networks’ investment in omnichannel customer support pays off. Agent wellbeing Its deployment of modern contact centre technology, including Calabrio WFM workforce management software, also helps UK Power Networks fulfil its commitment to agent wellbeing. “We have ‘blended working’ to maintain a balance between office and remote work, with 60% of our agents working in-office and 40% remotely. While some agents thrive in the sociable office environment, others excel in a work-from-home setup with fewer distractions. We closely monitor performance and adapt work arrangements accordingly,” explains Airey. The implementation of Calabrio’s Agent bot, Grant, has been very useful in this regard, giving agents a greater say in their work-life balance. They can now message the bot to request time off or changes to their shifts, enabling them to create a schedule that works for them as individuals and not just for the business. In addition, UK Power Networks has invested in resources to empower agents with key skills and help them handle difficult customer situations and the pressure of high call volumes. These include guidelines to assist agents during calls and training based on real-life scenarios. “Our agents really appreciate this approach as it allows them to empathise with our customers, understand their perspective and effectively meet their needs,” says Airey. UK Power Networks also provides mental health first aid services, so that if an agent is struggling or has had a difficult call, designated individuals are available to give assistance and support, as well as access to an occupational health provider for personal support requirements. The Results The company’s commitment to customer support and agent wellbeing is reflected in KPIs that prioritise call quality rather than call handling times. “Delivering excellent customer service is our top priority,” says Airey. “We strive to achieve a customer satisfaction score of 93.5%, which we consistently meet. Average handling time is not a major concern for us. We recognise that providing outstanding service to vulnerable customers can range from a quick five-minute interaction to a more involved 25-minute conversation.” Calabrio enables UK Power Networks to monitor the performance of each of its lines in real-time, giving insights into the customer experience and helping it to understand and support agents who deal with difficult calls on a regular basis. Jamie Airey continued...
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