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Sam Collings at OVO Energy

Published on 10 April 2024

Sam Collings at OVO Energy

2024 Planning Awards

Sam renewed the approach to recruitment and training. With her approach, the blend of weekend and remote workers has enhanced operational efficiency and relieved pressure on agents whilst improving morale. Embracing social media, they maintained service levels and reduced contact volume, achieving a 70% satisfaction rate and a 33% decrease in queries. Sam’s data analytics have driven continuous improvement, enabling personalised service and proactive customer engagement.
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