Hove, U.K. — (METERING.COM) — March 5, 2008 – The contract processing department at EDF Energy in Hove has just launched a more efficient way for its new customer contracts to be verified within 15 minutes by using a combination of new technologies including blended call centre technology supplied by specialists Rostrvm Solutions.
“This time last year the CPS team was primarily a manual process driven back office department. Today, with the support of Rostrvm, we are the most technically advanced contact centre in the whole of EDF Energy!” said Lee Turner, New Customer Relationships Manager, Contract Processing EDF Energy.
In the past – to avoid possible fraudulent applications, to improve accuracy of captured data and to help ensure a positive customer experience – the field sales agent (FSA) would call the customer service advisor (CSA) who would then manually input the customer information into the contract processing system. If the CSA had not spoken to the customer at this point he would arrange for a later call to be made to the customer to verify the contract details and welcome them to EDF Energy.
Today the FSA uses a handheld device (similar to a compact lap top computer) to capture contract details electronically, and the information is immediately sent to EDF Energy for the contract to be verified. As the information is received at EDF Energy’s back office systems the data is also sent to Rostrvm. The record created within Rostrvm prompts an outbound call to be made to the customer. The contract can then be verified and the customer welcomed to EDF Energy. This streamlined process reduces the time required to deal with each contract, as the FSA and the CSA need not speak to each other.
Rostrvm’s call-blending functions and automated dialing mean that, whilst dealing with inbound call traffic relating to non electronic contracts, EDF Energy is able to carry out the call-backs required to process the new electronic contracts at the same time. EDF Energy has set a service level agreement of 100% of outbound calls being made within 15 minutes of receipt of the record within Rostrvm. In fact, actual call-back times within two minutes of the FSA agreeing with the customer to take the EDF Energy service are being achieved.
“We are always looking for technologies that will improve our customer service in this competitive market and this new service is expected to demonstrate savings to EDF Energy in a number of ways – faster service for new customers; fewer contracts being rejected due to incorrect paper work or fewer system and human errors. We also expect a reduction in overhead costs as contracts which used to take hours to process manually now only take minutes through an automated system,” said Turner.