Citation
(2004), "BG pilot cleared for take-off", International Journal of Productivity and Performance Management, Vol. 53 No. 1. https://doi.org/10.1108/ijppm.2004.07953aad.005
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited
BG pilot cleared for take-off
BG pilot cleared for take-off
UK energy provider, British Gas, is extending the use of performance monitoring and coaching tools to 280 seats in its national sales centre following a successful pilot. The technology, SmartCC from ASC Telecom, is a training tool that allows supervisors to monitor calls in real time and "whisper" suggestions to agents without the call being interpreted. Initially used in a training room environment, SmartCC was then piloted for three months before the wider roll-out was decided upon. Linda Lima, British Gas commercial development manager at the national sales centre, said the goals of the project – improving staff retention, reducing training costs and improving customer acquisition numbers – had all been reached during the trial.