utility / retail
E.ON
New customer implementation reduced by almost a week.
Call centre agents
250
Duration in Slovakia
12/2015 →
Duration in Czechia
08/2016 →
Goal
To track large volumes of interactions and identify continuous improvement cases.
Methodology
Requested feedback via SMS / Email fully automated with API integration.
Standard agent feedback combined with measurement NPS and FCR (first call resolution).
Solution used
Staffino Standard Feedback
Staffino NPS
Staffino FCR

Results

Staffino helped E.ON to identify customer cases that were not followed up effectively. Delayed customer cases were flagged by Staffino instantly, instead of getting stuck in company processes.

This allowed E.ON operators to manage customer cases in a timely manner, resulting in a reduction of implementation times by over 25%, from 21 to 15 days.

Quality analysis from E.ON’s customers
26%
Lengthy issue resolution times
21%
Cold attitude of call centre operators
19%
Limited technical knowledge
17%
Misunderstanding requests
10%
Limited decision making of call centre operators
5%
Line connection problems / lengthy waiting times
2%
Disengaged field workers

We were pleasantly surprised that most of the suggestions are not just negative comments but relevant suggestions to improve our services. Thanks to Staffino we have quick and specific information about the work of each employee.

Pavel Tesař
Director of Call Center, E.ON CZ
More case studies
Get started

Best performing solutions bring our clients the best business improvements