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The UK’s leading independent energy supplier, First Utility prides itself on supplying gas and electricity at low prices to all of its valued customers.
Finding and resolving the barriers that prevent advisors on the First Utility campaign achieving a great quality score.
Webhelp’s Discovery process
The First Utility campaign was experiencing low quality scores. Webhelp utilised the Discovery process in order to determine what the barriers to success were, and then identify solutions to the problem.
Webhelp’s Discovery process is an integral methodology in our commitment to continuous improvement. Discovery allows Webhelp advisors to use their direct customer interaction experiences to provide feedback on existing processes and collaborate with operations managers to identify better ways to work.
As a result of the Discovery process, numerous barriers to success were identified. These were:
In the Discovery sessions, advisors and Discovery experts identified a number of potential solutions:
Discovery uses a scientific, “test and learn” approach to finding problems and solutions. At Webhelp, we believe that the advisors are the ones best able to tell us about the changes needed on the “front line” of customer service. In the Discovery Lab, we come up with ways of solving problems and then test them out in a live, but controlled, contact centre environment. These changes, if successful, are then rolled out across the business as a whole and feedback and suggestions are passed on to our clients.
The Discovery team recommended several actions to the rest of Webhelp that would allow immediate improvement on the contact centre level. These recommendations were:
Webhelp made recommendations to First Utility that would enable quality improvement across the business. We advised that they improve the Knowledge system search bar to make it more user-friendly when advisors are searching for specifics. In addition, Webhelp has advised First Utility to host a physical Discovery debriefing session with its stakeholders, in order to ascertain the best solutions to take forward to implementation.