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How Thames Water placed effective Workforce Management of its customer service operations

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How Thames Water placed effective Workforce Management of its customer service operations

Building on the success of an initial Impact 360 WFM deployment, Thames Water has worked closely with Sabio to upgrade, extend and refine its best practice use of Workforce Management to support customer service activities.

Business Challenge

Thames Water’s key challenge is to continue to provide a reliable service for its 8.8 million customers. The company is focused on reducing causes of any customer complaints.

Sabio Solution

Following an original decision to work with Sabio, Thames Water successfully deployed a Workforce Management solution based on Verint’s Impact 360 suite allowing the company to schedule its customer service employees.

Results Delivered

Deploying the latest Impact 360 WFM software has:

  • Reduced team leader workloads by a third
  • Seen the key ‘calls answered within 30 seconds’ measure increase from 43 to 84 percent over the last year
  • Achieve major inroads in the company’s goal to reduce calls abandoned, with a further 28 percent improvement within the last 12 months
  • Led to continued improvements in Customer Service scores, and a further 3 place gain in key Ofwat rankings

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