London, September 27, 2022: Infinity, the global call intelligence and voice analytics platform, can today reveal that it has experienced significant spikes in call volumes to utility providers using its energy cap price increases platform. Call data from Infinity shows that there was a 50.1% weekly increase in calls between March 20 and 27, the week before the April 1 price increase. A 10% peak could also be seen between 28 August and 4 September, the week that Ofgem announced the October 1 price cap hike.
“The increase in calls related to price cap announcements clearly reflects consumer anxiety about price increases. Since there are few things energy providers can do to avoid price hikes, utilities must do their best to manage and protect their reputation by providing a strong customer experience, » said Warren Newbert, CEO of Infinity.
To best serve the growing number of calls, Infinity advises utility providers to take the following measures:
- Improve call agent skills: Brands should consider investing in tools that can give them real-time insight into how call agents are handling calls. This can allow brands to pinpoint why certain agents have enabled a positive call experience, then train and reskill the rest of their agents based on this insight.
- Reduce average call handling times: Organizations must ensure that disgruntled consumers can get the support they need as quickly as possible. Analyzing each call to identify issues customers don’t like and increase average handle times will help you minimize these common causes of attrition. This not only has the benefit of improving the customer experience but also improves the efficiency of call center operations. Once these issues are identified, agents can be trained regularly with information to help them address pertinent questions more quickly.
- Use call forwardingCall forwarding is where a brand transfers an incoming customer call to an alternative channel, such as an online FAQ. Call forwarding can help customers access the support they need faster, and as a result, can help improve their experience. Analysis of each call also reveals important common questions coming from customers. This data can be applied to not only improve customer service but also improve the overall experience of interacting with a brand by discovering what customers want and when they want it. Brands can then review messaging on other channels to communicate with their customers more effectively.
“Utility companies in the UK now more than ever need to ensure they are managing customer interactions correctly. Customer calls to their energy brand are often their only form of interaction with that brand and can therefore have a huge impact on customers’ perception of the brand. Businesses need to make sure they’re investing in the right technologies to help their call agents get the most out of every call and gather the insights they need to make improvements across other channels,” Newbert added.
Learn more about how you can use call intelligence to improve your customer experience and improve your sales visit www.infinity.co
Since 2011 Infinite developed call intelligence technology to optimize marketing campaigns, accelerate sales, improve contact center operations, and deliver optimal customer experiences for customers in automotive, travel, finance, healthcare, real estate, telecom, retail retail and technology. With offices in London, Madrid, San Francisco, Baltimore, Manchester and Reigate, the company now offers an innovative suite of products across the conversational intelligence spectrum.