As well as supporting organisations with customer service excellence delivery we also provide industry leading customer research reports. The huge range of world-class businesses we support enables us to gather data to truly understand what makes a fantastic customer experience. Our knowledge enables us to understand different industries and a variety of different customer contact points.
As part of our ongoing industry leading reporting we are pleased to share our call centre research based on the big 6 energy suppliers. Part of the research includes measuring performance around:
- Behavioural performance (BMS)
- Waiting times
- IVR touch points
- Process compliance
Findings
The findings show there are significant inconsistencies not just across the big 6 energy suppliers, and also within each individual supplier. As professionals within the industry we understand the challenges of achieving consistent performance, particularly in the consideration to behaviours which is a relatively new measurement phenomena.
The breadth of inconsistency in seemingly simplistic process areas such as requests for data capture is surprising. Whilst the length of waiting times is disappointing and varies greatly between each of the suppliers. From a sales perspective there is clearly an opportunity for this area to have greater focus with undoubtedly significant commercial benefit. The fact that each of the sales standards we measured was implemented to some degree, indicates not that the suppliers have purposely dialled down their sales approach, more that there is a lack clarity on explicit standards or insufficient attention to training or development.
This research piece was conducted through telephone mystery shopping. We can also achieve this through our quality assurance programme. Our quality assurance programme is an increasingly popular channel enabling us to monitor and improve behavioural and process performance.
To understand the full breakdown of performance around process, waiting times, behaviours and characteristics please contact enquiries@performanceinpeople.co.uk for a free copy of the research report.
