Our client, a leading Australian energy distributor, serves 1.9 million residential and commercial properties with natural gas and electricity. Managing an $11 billion utility infrastructure, they supply millions of households and businesses with essential services every day.
The Challenge
By modernizing its call center delivery, the client aimed to better engage with increasingly digital-savvy customers and enhance the overall customer experience (CX).
To address high call volumes, the client embraced digital transformation to drive a major CX improvement initiative that would:
Reduce average handle time (AHT)
Support the real-time identification of supply outages
Deliver a superior employee experience (EX)
Implement an effective quality assurance (QA) program and create clear performance metrics to aid ongoing training
Startek solution
To enable fast, efficient, 24/7 service, Startek:
- Developed four natural language voice bots with 112 intents and over 900 initial training use cases
- Set up call routing priorities based on specific intents
- Deployed top-tier natural language interactive voice response (IVR) with individual outage messaging, aiding virtual agent deflection
- Delivered a secure, user-friendly customer platform
- Provided an attractive agent user interface (UI) integrated with multiple client systems
