EDF Energy - telesales
With the Telephone Preference Service (TPS) putting millions of UK consumer phone numbers out-of-bounds for telemarketers, the industry has had to rethink the way it works.
The primary project objective was to use the rostrvm OutBound dialler and desktop optimisation tools to increase revenue by making personalised and relevant calls to existing EDF Energy customers.
The project contributed to EDF Energy winning major awards - The 'Win-back' campaign won The National Sales Awards for Outbound Contact Centre of the Year and in the same year the telesales department won also won 'Beyond Philosophy's Most Improved Customer Experience Award'.
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“We have found that customers like to be called back at a certain time to discuss the contract in more detail. This gives them the comfort of being able to talk everything through at a time that suits them."