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Overview
BT contact centre platform assures better-informed customers for Australian electricity utility
No matter how resilient an electricity grid is, there’s always a time when supply to some homes and businesses will fail. When it does, people want answers quickly. Most of all they want to know when power will be restored.
So dealing with massive incoming call peaks is something Gino Giudice, Manager of the Customer Assist team, is all too familiar with. Having earlier selected a BT command and control system for network operations, he knew the right technology could make his customers a whole lot happier and his life a whole lot easier.
BT was a natural choice for a new contact centre solution. Now, near real time recorded announcements – right down to postcode level – keep customers better informed. That frees agents to spend more time on calls that need the personal touch.
“BT has worked with us to deliver our vision. It has shared many ideas, concepts, and solutions that are helping us engage with our customers to deliver a much more seamless, informative, and flexible service, both now and in the future.”
Gino Giudice, Manager Customer Assist, Western Power
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