EDF Energy - customer management
EDF Energy is one of the largest energy companies in the UK, generating around seven per cent of the UK's electricity. Over a quarter of the UK population depends on EDF Energy for their electricity.
There were three main objectives to the EDF Energy project
- To reduce fraudulent contracts.
- Reduce customer churn.
- Improve customer service.
Since the rostrvm OutBound dialler was installed it has enabled the team to call customers proactively to resolve any issues that exist within a contract that may stop it from activating an account on the customer billing system
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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."