Scottish Gas Awards Case Study 2011: Smart planning clears the winter peaks

 

Learn how Scottish Gas manages peak winter demand with reduced staffing and overtime costs, by planning flexibility agreements from across business functions.

A cross-functional call sharing initiative boosted service delivery in the massive winter peak periods at Scottish Gas’ Pay-As-You-Go-Energy division.  In 2009-10 they achieved 30% better service levels, with £650k less overtime and consistent delivery of 'people investment' time.  An agreement between all business functions involves business units in other parts of the contact centre providing call-taking support, with 38,000 hours of support utilised over just a few months.  Targets have been devised to boost performance and at quiet times the contact centre offers support to other business units in order to meet them. 

Key results include:
  • 41 point improvement in NPS scores
  • 30 FTE's worth of support used during winter 2009/10.  This is equivalent to £650k in overtime.  Service levels up by 30% in 2009/10
  • Annual absence and attrition both reduced by over 22%
  • Staff satisfaction has risen by 11.4%

Click here to read the full case study


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