British Gas has won two awards for use of Customer Analytics and Customer Relationship Management (CRM).
British Gas was first named winner in the Customer Analytics category for its use of Aspect’s performance management capabilities and then Overall Best CRM Initiative based on a live vote by nearly 500 attendees at Gartner’s European CRM Summit.
Aspect’s performance management capabilities (using the CallMiner analytics engine) provide the functionality to assess, address and affect contact centre agent behaviours, providing near real-time insights that allow British Gas to enhance the data capture results and customer experience of its contact centre operations, which handle customer service and sales for 1.7 million customers per month.
“Customer Service and Sales have always been a crucial component within British Gas, so we look for every opportunity to maximise our efforts and give our customers exceptional service, ” said Guy Benham, business improvement manager, British Gas. “By adopting these new technologies and applying them to our business strategy, we have seen real and sustained agent behavioural change – changes that are resulting in better customer experience and better bottom-line results.”
“We applaud British Gas on garnering both of these awards and clearly demonstrating the breadth of possibilities with the right team members in place. As such an innovative thinker in the industry, we look forward to what British Gas will do next, ” said Mark King, senior vice president European Sales, Aspect.