Watch the full webinar presentation addressing the customer call experiences of 32 UK and Ireland water utilities. Get insights on improving customer satisfaction and increasing efficiency within your contact centre operation.

2. Contact Centre Development Director, Premier CX

3. “We help the way Contact Centre’s speak to their customers by
increasing efficiency and reducing overall costs across every touch point.”

4. Synthetix is a leader in multi-channel,
online customer service. Transforming
online customer experiences using web
self-service and contact centre
technology.
Resolver makes complaining quick and
straightforward. Independent, free and
focused on improving consumer rights
and satisfaction.
Adam Ashcroft, Director James Walker, Founder and CEO

5. 1. Premier CX – The Calling Channel
• The caller’s journey to your contact centre
• Insights, Methodology and Full Report
2. Synthetix – Multi-Channel Experience
• Multichannel and Omni-channel customer experience
• Linking customer touch points
3. Resolver – Customer Complaints
• Linking customer experiences
• Positive outcomes

6. • £13bn industry*
• £44bn – planned investment from 2015 to 2020
• 2017 deregulation of business market – England & Wales
• Customer contact methods **:
• Letter 1%
• Email 2%
• Online 4%
• Telephone 91%
• Resolved Disputes
• Average 78% resolved
*National Audit Office (2015)
**Source: OfWat 2015/16 (Sample 15,048)

7. • Recent Move - 41%
• Blockage in sewer/drains - 25%
• Making a payment - 21%
• Water leak/burst on road - 12%
OfWat 2015/16 SIM Report

10. • Methodology
• Focus on the calling experience
• 32 Water Utilities audited (UK & Ireland)
• Assessed & scored against 4 ‘Best in Class’ criteria:
1. IVR Routing (15 marks)
2. Audio Scripting (9)
3. In-queue Experience (15)
4. Agent Response (11)
Maximum score of 50

11. Metadata
• Domestic market only
• Over 200 phone calls made
• Focus on general enquiry lines
• Simple generic query for call
• Over 1,700 individual data points
• More 4 hours of raw audio recorded
• 2 week analysis (May 2016)

12. “Hi, I’m looking to install a water butt in my garden,
and I was wondering if you could help?”

14. Scoring:
Welcome message?
IVR routing used?
Professionally recorded?
Overall audio quality?
1/3
Have no IVR
60%
poor audio quality
69% used a
branded welcome
message

15. Scoring:
Language contractions used?
Evidence of repetition/ clichés (e.g ‘your call is important..’)?
Content sound “human”?

16. Scoring:
Is there a queue experience (not silence or ringtone)?
Music used?
Messaging content?
How brand appropriate is the experience?
OVER
HALF
have no in-queue
experience

17. Scoring:
Agent welcome caller?
Brand confirmation – Company /Dept?
Use of positive language?
Query answered?
Good closure of call?
97%
of agents welcomed the
caller
50%
of agents were unable
to answer the
question, and didn’t
use positive language
1 in 32
offered to
email/text
information

18. 86%
use poor scripting

20. Director, Synthetix

21. Nearly 40% of all the large UK water companies use online customer
service technologies from Synthetix and 5 rated in the top 10 for
customer service in 2015-2016.

22. MULTI-CHANNEL ONLINE CUSTOMER SERVICE
We believe KNOWLEDGE is the key to consistently delivering exceptional customer experiences, across multiple channels

23. Synthetix did the same exercise – going to each Water Utility’s website,
using self-service – tried to find the answer to the question: ‘Can I get a
water butt for my garden’

24. Work Your 'Butt' - Northern Ireland Water
We’re happy to report that most FAQs did offer us an answer or
hyperlinks to answer our question – and some answers made us smile
like this one:

25. • 81% of companies were able to offer an answer although not all answers
were obviously relevant e.g. ‘Your Water Meter’
(100% of Synthetix customers answered the question through intelligent FAQ)
• 22% of companies did not have an intelligent, integrated knowledge-base
on their website – but 1 search engine managed to find an answer to the
question.
• It is important to note that a knowledge-base is only as powerful as the
knowledge within it. It needs to be managed and maintained.

26. Consistency is key
People are less likely to call if they can find the answer online, however
if they do call, having an integrated knowledge-base into the contact
centre can help agents answer questions quickly so they can deal with
more complex issues.
Full findings from Synthetix are available upon request.

28. Founder and CEO, Resolver

29. • Resolver makes complaining quick and straightforward. Independent,
free and focused on improving consumer rights and satisfaction.
• Exported data January – July 2016
• Customer Satisfaction Scores (CSAT Scores)
• Feeling at Resolution
• Net Promoter Score
• Average Response Time
• CACI Category (Demographic and market information)

30. Jan – Jul 2016

40. • Full customer experience report available now
• Thanks to guest speakers;
• James Walker of Resolver
• Adam Ashcroft of Synthetix
• For any further information:
• Email info@premiercx.co.uk
• Call – 0345 071 1359