EDF Energy - Telesales
EDF Energy is one of the largest energy companies in the UK, generating around seven per cent of the UK's electricity, and employing nearly 13,000 people. Over a quarter of the UK population depends on EDF Energy for their electricity.
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 to increase revenue by distinguishing the type of sale which could be made to existing EDF Energy customers
rostrvm CallGuide has enabled the telesales team to react and write their own scripts in order to improve the number of sales realised
rostrvm OutBound contributed to EDF Energy winning major awards in 2006 - The 'Win-back' campaign won The National Sales Awards for Outbound Contact Centre of the Year 2006, and in the same year the telesales department won also won 'Beyond Philosophy's Most Improved Customer Experience Award'.
"Using the scripting tool (rostrvm Call Guide) has
helped the agents, all of who have varying levels of experience, to
highlight features and benefits of our services to customers, as
well as helping them to overcome objections people might have. New
starts have all the tools and prompts to assist them to provide a
consistently high level of service to customers. "
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