Welsh Water taps into better customer service: Contact‐center systems enable employees to work more efficiently

Abstract

Purpose

It is the aim of this article to describe how Welsh Water improved customer service partly by using technology to provide agile working at its contact centers and ensure its 600 agents are optimally employed.

Design/methodology/approach

The article provides the background to the introduction of new contact‐center technology, the form it takes and the results it has achieved.

Findings

It is explained that the system has helped to: reduce response times; resolve more customer queries at the first point of contact; enable the introduction of new customer‐communication channels; deliver cost savings through efficiencies; cut support costs; and improve management information.

Practical implications

Further improvements that Welsh Water can now go on to make are detailed.

Social implications

The importance of good customer service in the utilities industries is highlighted.

Originality/value

The article reveals how technology can help to boost employee productivity.

Citation

(2012), "Welsh Water taps into better customer service: Contact‐center systems enable employees to work more efficiently", Human Resource Management International Digest, Vol. 20 No. 7, pp. 34-35. https://doi.org/10.1108/09670731211270293