npower Awards Case Study 2012: Insight and support transform performance

 

Insight and support transform performance

Click to see the full Case Study, Conference Presentations for Management Information and Speech Analytics and view the slides from the Best Practice site visit

See how RWE npower is improving customer experience by harnessing the power of planning, quality and MI and using insight from new sources like speech analytics.

A strong, integrated support function transformed the way npower plans resources and manages quality in the front and back office. A fit-for-purpose support function was redesigned to cover all bases of effective resourcing, using speech analytics insight and working with internal stakeholders to map processes, understand call triggers and analyse the effect front and back office have on each other. In quality, internal scores were compared against external customer surveys and industry benchmarks, and a new ‘five-star’ scorecard was rolled-out with interactive workshops, individual and team-based coaching. Quality scores are up 12%, external benchmarks have improved, and forecast accuracy is up from 93% to 97%.

Site visit on 5th September in the North East

The day was split into two groups, each looking at different aspects of npower's great innovation.  Results achieved are listed below.  You can download the full case study below and also see the slides presented on the day of the case study (see attached files)

Results

  • Forecast accuracy improved from 93% to 97%
  • Team alignment up by 35%
  • Number of advisors on shift change waitlist down 90%
  • Quality scores rising every month – up 12% year-onyear
  • Named top energy supplier 2011 in Top 50 Centres for Customer Service
  • AHT dropped 46.7% using insight from speech analytics and quality analysis in pre-paid environment
printTake a look at these articles, videos and links
2012 Winners & Case Studies
Bridging the gap: five steps to success
Case studies on customer experience and quality
Editor’s choice: Top Ten Articles for September/October 2012
npower Awards Case Study 2013: Five star quality
Planning Structures
Quality: what are we missing with a tick-box approach?
See the latest articles on Back Office Planning
See the latest articles on Forecasting
See the latest articles on Real Time and Tactical Planning
See the latest articles on Scheduling
Speech Analytics at The Forum


 

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