The Brief
EDF Energy have established an enviable record for handling customer enquiries within demanding response time statistics. For many organisations this success would be sufficient. Not for EDF Energy. They asked Communicate’s help in a project to develop their Call Centre. This was to be reflected in the professionalism of the Call Centre advisers, who would need to maintain their targets whilst improving quality standards and achieving that ‘little bit extra’ in customer service. New measures included:

• Voice quality, monitored by the team who track 5% of their own calls
• Quality of rapport with customer
• Ability to spot opportunities to add value

The Solution
The challenge was to provide the ‘Talking Quality’ training and still keep the call centre operating. The solution was our ‘Just in Time’ (JIT) approach, a flexible and cost effective way of providing continuous improvement Benefits included:

• Minimising time ‘off the job’
• Maximising valuable training resources/budgets
• Linking into ongoing Personal Development Plans