Case Study

Nationwide Helpline for the Department of Energy and Climate Change Provides Over 90% Customer Satisfaction

Objective
Deliver a cost effective Energy Advice service being delivered presently through fragmented suppliers, which made it difficult to manage and expensive to maintain.
Create an innovative service delivery model to evolve in line with changing government policies and growing citizen needs. In parallel, deploy a flexible and scalable solution to handle fluctuating contact volumes around the year.
Implement rigorous training and knowledge management initiatives to drive faster problem resolution and better outcomes for the citizens.
Support government decision making through insights uncovered in partnership with the Energy Savings Trust and different energy stakeholders.
Deliver ongoing support for vital government schemes like the Green Deal, through encouraging citizen uptake of energy initiatives available under the schemes.

Our Solution
Consolidated fragmented helplines into one centralised operation delivered out of London-based contact centre, supported by 80 energy advisors. HGS also helped ensure a smooth transition by managing the TUPE process with each of the 5 providers previously responsible for the Helpline.
Evolved service from sign-posting to dedicated tier-2 consultation for customers requiring additional support to navigate to the appropriate solutions.
Supported the development of Government policy through Agent Forums providing unequivocal insight into the way citizens are adopting and implementing energy saving measures.
Liaised with the Energy Savings Trust to maintain the complex knowledge base of government policies and initiatives that support the Helpline.
Created a Dynamic knowledge and training regime to respond efficiently to new energy initiatives and changes to existing government schemes.
Evolved the Helpline into an integral part of the energy ecosystem, communicating with policy makers and suppliers in the energy market place to ensure citizen needs are dealt with efficiently.
Developed a highly flexible and scalable solution handling over 400,000 citizen enquiries annually via phone and email including addressing seasonal peaks as well as volume spikes during critical government campaigns:

  • During the annual Big Energy Saving Week in October, HGS doubles the size of the team for a 2-week period to meet expected increase in volumes without compromising on service quality.
  • The Energy Helpline spearheaded the launch of the Green Deal initiative in January 2012, fast-forwarding the adoption of energy saving devices and behaviours across the UK. Ahead of the launch, HGS ramped up the team to 100% and completed an exhaustive 3-week training programme in preparation for citizen enquiries.

Outcome

  • Up to 80% reduction in operating costs and 66% reduction in headcount as a result of the Helpline consolidation.
  • Helpline and TUPE transition achieved in 45 days without any reduction in service performance.
  • Quality scores improved from 75% to 85%, exceeding client targets with the introduction of focused training programs.
  • Customer satisfaction has steadily improved and stands at a constant 86%.
  • Through constant feedback, HGS has greatly influenced government policy making in the areas of call journey, complaints handling, and quality process. 

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