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%

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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.

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