How E.ON Reduced Customer Implementation Time by 25%
Staffino Solutions Reduced Customer Implementation by Almost a Week
CALL CENTRE AGENTS
250
DURATION IN CZECHIA
08/2016 →
DURATION IN SLOVAKIA
12/2015 →
Goal
To track large volumes of interactions and identify actions for continuous improvement.
Methodology
Requested customer feedback via SMS / email fully automated with API integration.
Standard agent feedback combined with measuring NPS and FCR (first call resolution) metrics.
Top Solutions Used
Staffino Standard Feedback
Staffino NPS
Staffino FCR
Results
Staffino helped E.ON 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 customer implementation times by over 25%, from 21 to 15 days.
Faster customer implementation
The result of the cooperation with Staffino is a reduction of the implementation time by more than 25%,
from 21 to 15 days.
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.”
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