Client Background

Client: A leading UK based water & waste water utility company
Industry: Utility
Key Products & Services: Water and waste water services

Challenge

The client’s front office team had a difficult time during the pandemic where they observed high influx of calls (~180% of the forecasted volume) and it became increasingly hard for them to manage requests. Their connection time increased, where customers had to wait more than 30 minutes before connecting with someone who could help fix any issues.  At times customers  just abandoned  their request altogether because the waiting time was so long. The customer satisfaction scores were low—less than 3.  Not only was there an increase in back-office volumes due to people reaching out through other channels,  but abandonment rates also went higher as well.

Solution

Wipro successfully implemented a trial of web chat with 10 FTEs in July 2020 and trained them on all the revenue related journeys to support the customers. Within six months, this small group had grown into 65 FTEs who were able to deflect 60%+ voice volume along with 18% email volume by using their skillsets appropriately. The operating window is now extended 13 hours per day so that coverage can be better.

Business Impact

• Average CSAT for last 6 months at >4.6 (best across all channels).
• 61% call deflection to web chat.
• 19% deflection from email channel.
• Significant drop in service tickets.
• Reducing backlogs.
• Improved customer satisfaction.