Npower introduces call-back to end queues

Energy firm uses system to reduce customer waiting

Energy provider Npower has installed a system to help deal with call queues for its Team Valley contact centre.

The system gives callers to the company's contact centre the option of requesting an automated call back as soon as a representative is available.

Since the system was introduced, abandoned calls have fallen and customer satisfaction with the centre has risen to 93 per cent.

Npower’s head of customer management, Ray McGloin says the system has been instrumental in helping it to manage the customer’s experience during a difficult period when a new billing system led to higher call volumes.

'During busy 15 minute intervals QueueBuster can handle five to10 per cent of our call volume, with around 11,000 customers requesting a call back over a typical week,' he said.

'By minimising the time spent waiting on hold, we have avoided any negative impact on the experience of those customers choosing to take advantage of the service.'

The system, which was supplied by Netcall, has also helped npower develop a capacity signaling application allowing it to be used by other call centres across its virtual private network.

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