Relationships at work are incredibly important. Humans crave social contact and connection with other people. Unfortunately, for many contact centre employees, work can be a lonely place where the pressure of meeting SLAs, call handling KPIs and adherence targets make being social almost impossible. Add traditional “ You’re here to work not make friends” management and you have a toxic mix of stress, disengagement and disconnection that is guaranteed to increase your absenteeism and staff turnover levels.

The crazy thing about all of this, is that those same SLAs and KPIs, believed to be key drivers for higher levels of profitability and success are actually costing companies in terms of replacing burnt out agents, reputation and customer loyalty. For quick, inexpensive tips to tackle these and other workforce related issues plaguing contact centres, subscribe to our YouTube Channel and watch the latest extract from our “Using Neuroscience to tackle workforce issues in contact centres webinar series… https://youtu.be/Axl4tESuuGk

Full-time employees spend a majority of their time at the office, another reason why work relationships are so important. Science shows the levels of Relatedness (the R in SCARF) are linked to stress levels, productivity and general feelings of happiness, which of course is linked to Absenteeism and Employee Loyalty, two of the most expensive issues hampering contact centres.

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New figures from TTi Groups’ 24 Month Bench Mark Report suggests that Utility Companies which offer solid traditional contact centre services are at an advantage to those trying to push customers to use new technology.

So who’s been getting the basics right and delivering the best Customer Satisfaction and who needs to consider a back-to-basics approach? Well according to this study which includes 15 utility companies of varying sizes, there are some clear stand outs and congratulations in order to: Bristol Energy, OVO and Affinity Water.

At the bottom of the league table and where failings seem to lie in basic stuff like “Ease of Contact” we find Npower and Scottish Power. Not only worsed performers but a huge 27% deficit in performance compared to 13th place Utilita.

Customer Satisfaction League Table (using TTi Results)

Rank Name Result
1 Bristol Energy 9.25
2 Ovo Energy 8.78
3 Affinity Water 8.44
4 Anglian Water 8.00
5 Utility Warehouse 8.00
6 First Utility 7.76
7 Unified Utilities 7.50
8 Thames Water 7.00
9 EON 6.77
10 EDF Energy 6.68
11 SSE 6.56
12 British Gas 6.31
13 Utilita 6.25
14 Npower 4.56  ↓27%
15 Scottish Power 4.16

Learn how to use Neuroscience to improve or maintain your CSAT rankings with this free Webinar recording – https://www.sjssolutions.com/landing/watch-our-webinar-2/

To read the full report / source: https://www.tti-global-research.co.uk/utilities-sector-update-customer-satisfaction-benchmark-report