Powering Green Energy for Customers with Verint
Ecotricity was founded in 1995 as the world’s first green energy company.


The results
- 10%
Improved adherence by 10%
- 60%
Administrative time reduced by 60%
- 29%
After call work reduced by 29%
About Ecotricity

Opportunity

This is a carousel with slides that do not auto-rotate. Use the Next and Previous buttons to navigate.
Solution

Benefits
After Ecotricity selected Verint as their Workforce Management vendor of choice, they saw benefits in the following areas:
- Administrative time to develop schedules before Verint took 2-3 hours per week and after Verint only 1 hour and use of a system that allows more flexibility for work such as hours, shift swaps and support for a work-at-home model.
- In 2018, there were 1,500 holiday requests that needed to be approved manually by checking the spreadsheet. With Verint, 85% of the holiday requests submitted are automatically approved.
- Adherence has increased by 10% since the implementation i.e. 20 minutes per person per day.
- Reduction in wrap-up time i.e. the time spent by an agent doing After Call Work went from 3 ½ minutes to 2 ½ minutes.
- Better management of call volume peaks.
- Reduction in agent idle time i.e. reduction of 2 FTEs worth of time because of more effective scheduling and management of peaks.
- Clearer understanding of individual performance from an analysis of various fields in employees interactions and better comprehension of individual progression within each of these areas.
- Faster access to learning and coaching tailored to employee needs and ability to use a continuous loop, data-driven process, to set and communicate goals across the organization.
- Incorporation of the use of gamification to help stimulate and motivate staff.
- Higher knowledge on which areas directly affect the customer experience.