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Using technology to stay ahead of the curve

Insight

“Spark Energy has been working with Engage since 2014 as we expanded our collections strategy to include Field Force collections.”

Head of Customer Services, Spark Energy

Spark Energy has been working with Engage since 2014 as we expanded our collections strategy to include Field Force collections.  

Keeping in mind the ever increasing regulatory pressure that is mounting on the horizon for the Utility industry, Field force collections is clearly identifiable as a customer contact method that can be fraught with reputational and customer service risk.  This being the case I believe that the innovative steps that Engage have made in their field services mobile application technology is a robust and advanced response to the inherent poor customer and market perception of the door step collections.  

Being able to audit and interrogate voice recordings of all their door step interactions with Spark’s customers enables us to have confidence in their performance whilst monitoring the critical customer service outcomes throughout their engagement in our collections process.  This advancement places them, in our view, as a leader in their industry and most equipped to deal with what will continue towards a highly regulated environment and a feature that will no doubt become the hygiene factor for the door step collection’s marketplace in the months and years to come.

Severn Trent

“With the constant changing environment, and increased attention around customer vulnerability the re-introduction of field service visits has been paramount to us as a business”

SME project support, Severn Trent Water

Severn Trent Water has worked with Engage for approximately six years for our Field Service requirements. 

With the constant changing environment, and increased attention around customer vulnerability the re-introduction of field service visits has been paramount to us as a business, in both out Household and Non-Household customer segments.  

The new visit recording technology has been paramount in ensuring that all aspects of vulnerability are accounted for, together with enabling a robust audit process in a similar way as our own agent calls are audited.  The functionality of also being able to have photographic evidence sent through from the visit has also proved essential in reducing queries/ discrepancies further down the recovery process. 

For me it is fantastic to see the innovative technology being developed by Engage in order to deliver the best possible service for customers

British Gas

“Whilst still early in the roll out of the audio recording, we are already have a greater understanding of the conversation being undertaken, are identifying improvements for the benefit of the customer and business”

Outsource Delivery Manager, British Gas

We have been working with Engage for many years, with ongoing discussions around the challenges faced managing a successful Field operation, specifically how we can drive real customer value and confidence in the service it being offered.

Engage engaged ourselves early on with the potential to develop an audio solution, the potential benefits this offered both Engage, our business and more importantly our customer was outstanding, the first time any of our doorstep visit conversations could be recorded. 

The opportunity to really understand the conversation, the approach, understanding and resolution offered to our customer with the ability to play back conversations was a real opportunity. Expectations around increased customer satisfaction, improved customer service,  reduced complaints, more robust solutions for our customers and confidence in the service offered were all positives for us.

Whilst still early in the roll out of the audio recording, we are already have a greater understanding of the conversation being undertaken, are identifying improvements for the benefit of the customer and business.

This development has put Engage into a prominent position with an offering many other of our suppliers are unable to compete with. A massive step forward in offering a unique solution to understanding the service offered within a proactive field operation.