Consolidated fragmented helplines into one centralised operation delivered out of Londonbased contact centre, supported by 80 energy advisors. HGS also helped ensure a smooth transition by managing the Transfer of Undertakings (Protection of Employment) (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 knowledgebase 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 policymakers and suppliers in the energy marketplace 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:
“This is a resourceful, highly skilled and friendly group of people doing everything they can to help consumers save money on their energy bills while contributing to a serious reduction in the UK’s carbon footprint. It’s been a pleasure to witness their energy, knowledge and enthusiasm.”
~ Greg Barker MP, Former UK Government Minister for Climate Change
80%reduction in operating costs
66%reduction in headcount due to helpline consolidation
85%quality score achieved, exceeding client targets with the introduction of focused training programs
86%CSAT score recorded
Helpline and TUPE transition achieved in 45 days without any reduction in service performance.
Through constant feedback, transition HGS has greatly influenced government policy making in the areas of call journey, complaints handling, and quality process
“While the Energy Savings Trust’s knowledge workers bring new information from the market, HGS agents provide regular feedback from citizens about how the different schemes are being received and whether they are working successfully. This is invaluable information that helps us to plan future activities.”
~ Programme Manager, Green Deal Service Delivery for DECC.
Managing fluctuating volumes with digital solutions