Centrica Boosts Training Delivery by 20%

Transforming the customer experience and reducing costs

1,000 agents
shifted to a
remote model

20% extra hours
of training
delivered

7,000+
remote
agents

Summary

Challenge

The rapid move to a work-from-home model presented new challenges for the company: working from home was new to most agents, and they felt like they were no longer physically part of a team. Team leaders were of course also virtual and while customers were generally tolerant, they still had the same expectations of service.

The resource planning team knew that business continuity and communications were essential and continued to leverage contact center automation to send updates and communications directly to their newly remote agent population.

Results with Contact Center Automation

Leveraging Intradiem, Centrica was able to ensure the well-being of its agents. They delivered a wide range of content within rule tolerances while monitoring contact centre conditions. For example:

Snapshot

Industry: Utility
Agents: 1,000

CHALLENGES

Systems unprepared for shift to remote work

Customer service suffered due to disengaged agents

Unable to deliver timely schedule updates

Screen Breaks
Best Practice Home Working Advice
Wellbeing Advice to Suppress Loneliness
1:1 Meetings and Coaching Sessions

Training and Communications
Business Updates / Incident Management
Customer Updates
Moving Agents Between In and Outbound Queues

Approach

Centrica deployed automation in their contact centers long before the pandemic shifted the way the world works. When Centrica had most of their agents working within their centers, the contact center automation technology improved operational efficiency and increased the velocity of agent development activities.

The company launched its business contingency plan in March, and by the start of April, they successfully transferred 1,000 agents to a work-from-home model. Their offshore chat team in India as well as their overflow team in South Africa both went into lockdown, which meant their UK team had to field those inbound inquiries as well. By mid-April, Centrica had more than 7,000 work-from-home agents.

“With Intradiem’s contact center technology, we have delivered 20% more training sessions regularly than we had delivered prior to moving agents to a remote workforce. Keeping up with agent development and engagement is critical during these trying times. Intradiem makes it easier for us to manage agents while working from home.”
Rohit KohliHead of Resource Planning, Centrica

“With Intradiem’s contact center technology, we have delivered 20% more training sessions regularly than we had delivered prior to moving agents to a remote workforce. Keeping up with agent development and engagement is critical during these trying times. Intradiem makes it easier for us to manage agents while working from home.”

About the Solution

Intradiem’s advanced contact center automatio n platform allowed Centrica to prompt Team Leaders to check in on available agents and communicate with them online—another great idea for staying connected with their agents.

In order to keep up with service level requirements, Centrica used Intradiem to send overtime offers to agents not already on their shift or those coming to the end of their shift. Team Leaders send instant messages to agents’ screens that are prominently displayed to catch their attention.

These actions help to promote healthier KPI’s (e.g. ACW) as it became more challenging for Team Leaders to manage and help keep up with service level requirements.

With automation, Centrica can manage their work-from-home agents and deliver activities that keep them connected and encouraged, all of which leads to better-engaged agents, better-improved customer experience, and—by automating manual processes—reduced operational costs.

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