“Power Train's programme has had a huge effect on our customer service team, improving their skills and invigorating them at the same time. The feedback
from our staff has been great and morale is at an unprecedented high.
The experience has had a great impact on team dynamics and broken down a lot of the barriers between people. Our managers now have a better understanding of their own teams, recognising the different personalities within them.
Power Train have also transformed the way we talk to our customers. People call British Gas for a particular reason and we now see each one as an individual and respond to their specific query. In the past we dealt with all queries in the way that we felt was appropriate – now we adjust our approach to suit each customer’s needs.
This has led to an improvement in customer service delivery and an increase in first time resolution on customer queries.
Overall, I would say that Power Train has brought a new dimension to our business.”
Podcast
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Head of Service Support, British Gas
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