EDF improves call centre intelligence

Energy company uses business reporting system to monitor agent's performance

EDF Energy is using business intelligence software to improve customer service at its six UK call centres.

The company, which supplies gas and electricity to 7.8 million UK homes and businesses, wants the system to capture information and actionable intelligence on customer interactions, with a view to improving retention levels.

By taking in information from email, the telephone, voice over IP and instant messaging systems, the system can identify when call centre agents need further training in certain areas.

EDF's contact centre support manager, Mat Smith, says the Verint Ultra system is important for its strategy to provide a first class customer experience.

'The system is a vital part of our strategy to provide a good customer experience,' he said.

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