A Leading Utility Provider Cuts Unnecessary Expenses with Enkata's FCR Business Solution

Challenge

A leading gas and electric utility provider was struggling to keep its costs in down to offset the rising expense of delivering energy to consumers. At the same time, the number of calls per customer had increased. The company wanted to improve their FCR tracking as well as improve agent coaching and training. They knew that achieving those goals would positively impact both customer satisfaction and the bottom line.

Solution

The company implemented Enkata's FCR Business Solution in 51 days, and used it to automatically determine the reason for every call. Enkata tracks a host of agent level performance metrics across a variety of measures, including first call resolution rate for each call reason. Using this information, supervisors identified the calls that led to repeats and poor customer satisfaction scores, and then conduct targeted coaching sessions with agents in order to improve their performance.

Learn more about Enkata industry specific solutions for Utilities.