The issue

In a highly competitive energy market, British Gas Premier Energy wanted to increase market share by setting a new benchmark for customer service delivery at its Cardiff Contact Centre through a committed, efficient, customer-focused team.

What we did

Power Train designed a co-ordinated, brand-driven customer experience transformation programme that was delivered to around one thousand staff and their Team Leaders. Customer Service Advisors were equipped to recognise and meet customer needs by providing a truly personalised, adaptable and on-brand service whilst the Team Leaders were enabled to provide the management support essential to encourage and sustain delivery of the new Customer Experience.

How we did it

We developed and delivered ‘Look Who’s Calling’ events for frontline staff that re-created authentic working and customer environments. Through the use of meticulous research and fully rehearsed professional Actor Consultants, the events portrayed the real situations (and pressures) that have to be faced in order to deliver an exceptional customer experience every day and in all circumstances.

During these and fully co-ordinated ‘Look Who’s Managing’ events, Customer Service Advisors and their Team Leaders learned how to recognise different personality types (or Drivers); and how to use these insights to naturally adapt their customer service or leadership styles to different sets of needs.

Return on investment

On completion of the rollout, the British Gas Premier Energy Net Promoter Score increased by 29%, Average Call Times reduced by 30-40 seconds and First Time Call Resolution increased to 80%. As a final accolade, the operation, based in Cardiff, was named European Call Centre of the Year and Most Improved Call Centre 2009. In 2010 they won the European Call Centre of the Year award for an unprecedented second year running and also picked up the awards for 'Large Contact Centre Of The Year' and 'Best Contact Centre To Work For'.

As a result of the success of this programme, Power Train is now working with five other British Gas operating companies on a range of customer experience enhancement initiatives including behavioural change events and conference inputs.