npower installs Netcall’s Queuebuster system
Energy retailer npower has installed Netcall plc’s QueueBuster system so customers can avoid waiting in call centre queues during busy periods. QueueBuster offers callers the option to request an automated call-back as soon as a customer service representative becomes available, avoiding the need to wait in queue themselves.
The call-back is normally delivered within an hour of the customer’s initial call.
npower operates a multi-site contact centre at four locations in the North East to serve a customer base of around six million residential gas and electricity customers. The energy retailer first introduced a QueueBuster system at its Bradford call centre in June 2001 and installed a second at Peterlee in December 2003.
Earlier this year npower decided to invest in a third QueueBuster system to help its Team Valley site maintain service levels when the energy retailer transferred one million customers to a new billing system, which led to an increase in call volumes.
The system has helped to significantly reduce abandoned calls at peak periods and has achieved a customer satisfaction rating of 93 per cent.
npower’s Ray McGloin, said: “During busy 15 minute intervals QueueBuster can handle 5 -10 per cent of our call volume, with approx. 11,000 customers requesting a call back over a typical week.
By minimising the time spent waiting on hold, we have avoided any negative impact on the experience of those customer choosing to take advantage of the service.”
Netcall, based in St Ives, develops and supplies innovative communication solutions to organisations of all sizes, including many blue-chip companies with global contact centre operations.