Gas Safe Register helps consumers protect themselves from unsafe gas work by maintaining a register of businesses and operatives who are competent to undertake gas work in Great Britain, Northern Ireland, the Isle of Man and Guernsey. Gas Safe Register is operated by Capita Gas Registration and Ancillary Services Ltd a division of Capita Group plc under a concession agreement with the Health and Safety Executive (HSE). The service was launched on 1 April 2009.
According to Michelle Sinfield, Call Centre Manager at Gas Safe Register, “The new registration scheme was introduced to deliver improvements to gas safety and add value for consumers and gas engineers. The majority of people from the original (CORGI) operation transferred across to Capita including myself and most of the call centre advisors, team leaders and supervisors. Things ran smoothly from the beginning because we found Pulse, the new Intelecom web based virtual contact centre solution, easy to use and we quickly adapted despite the change.”
Prior to the transfer to the new Gas Safe Register operation the contact centre had relied on a Nortel Symposium Automated Call Distributor (ACD) which was telephone based and did not include any computer telephony integration (CTI) features on the advisors’ desktops.
Consumer and registered engineer calls handled by Pulse
Michelle Sinfield explained, “We take two types of call, the first from consumers looking for someone to carry out gas work or to check, and sometimes to complain, about the quality of work. The second type of call is from the engineers who might need to change their details or have another enquiry regarding registration.”
The Gas Safe Register contact centre now takes as many as 1300 calls a day throughout most of the year but this number can increase by 600% during peak registration time from February to April. The Pulse system eliminates all lines busy and starts reporting on calls as they reach the network, this means there is visibility of every call and during peak times calls can be tagged and called back later when things are quieter.
Pulse is used by all the advisors in the main contact centre, the scheduling team who are also responsible for making outbound calls to book appointments and the technical team, some of whom work remotely. As Intelecom provides hosted, cloud based systems it means that everyone can log into the system wherever they may be, they just need a telephone and internet connection.
Fast response at the centre of customer service
A good example of how Pulse has supported the Gas Safe Register service is that there is very little down time either as a result of systems not being available, or advisors needing time out between calls. {{The familiar look and feel of Pulse means it is easy to navigate and ultimately reduces call handling times}}.
Michelle Sinfield explained, “Newer members of the team can quickly become effective. Even if they have not worked in an office environment before as Pulse looks similar to many browser based applications used on home computers, our new recruits are soon up to speed with minimal training. Likewise the system fits well with the other knowledge based sources and databases to speed performance throughout the day.”
In addition, the search facility within Pulse is fast which makes it easy to check the status of team members using the system. Therefore, if someone calls in and asks to speak a named colleague also on Pulse it is possible to check their status ie available, on a call or logged out. This means calls are dealt with efficiently or transferred effectively and the service is smooth for customers.
Call back in Queue to save customers waiting
Gas Safe Register also uses the Call Back in Queue module provided by Intelecom. Call Back in Queue prevents customers waiting lengthy periods for a response. Callers are offered the option of a call back and are placed in a virtual queue to be contacted at the appropriate time as though they had stayed on the line. The advisor then receives the call and is made aware it is a call back before they are connected with the caller to answer their query.
Michelle Sinfield added, “Call Back in Queue prevents people holding in queues at the busiest times providing better customer service all round. It also helps us to manage service levels which are 90% of calls answered in 60 seconds.”
Keeping on track with SONAR reporting
Michelle uses Intelecom’s custom statistics tool, SONAR, on a daily basis for a full overview of all incoming calls. These reports illustrate how calls are managed including how traffic and waiting times are spread out over the day, abandoned call rates and whether service levels are being met. On a monthly basis SONAR reports are produced to review activity at advisor level in terms of number of calls answered and other individual criteria. “We are measured on key performance indicators (KPIs) and SONAR helps to keep track of service levels so we can make any necessary adjustments. We can also create our own reports by changing the different variables such as time frames. This gives us the flexibility we need to react quickly as required,” said Michelle Sinfield.
Gas Safe Register is currently piloting Connect from Intelecom which will enable the management of phone, email, chat, sms, web and fax enquiries through one queue and one interface. Michelle Sinfield concluded, “At the moment Pulse from Intelecom suits our current requirements and everyone we deal with at the company is very approachable and professional. Nothing seems to be too much trouble and they always understand what we need and provide us with options and workable solutions. We have looked at alternative solutions but everything works well, we are meeting service levels, our advisors are happy and our customers receive a smooth and fast response – the perfect combination.”
FACTFILE:
Intelecom is a leading provider of location independent network based customer contact services. With over 30 years’ experience, Intelecom was one of the first developers of cloud based contact centres. Highly flexible and scalable Intelecom’s technology can be adapted to accommodate one to several thousand concurrent agents or callers to any telephone, any location and integrates to multiple applications seamlessly.
Intelecom’s hosted contact management portal CONNECT is tailored specifically to meet customer requirements and can be integrated to work within any software or hardware environment. CONNECT delivers the option to manage phone, email, chat, sms, web and fax enquiries through one queue and one interface with real-time visibility of agent activity regardless of location. Intelecom’s web based statistics tool SONAR provides users with instant access to pre-defined reports and bespoke report generation to support efficient business planning.
Today Intelecom is used by over 550 organisations and provides carrier grade contact centre services to more than 15,000 users worldwide.
For more information please visit www.intele.com
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