Fixing Call Transfers in the Contact Centre: How OVO Energy redesigned the customer experience

Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre.“We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.” In this episode:  00:00 Introduction and the problem with call transfers   02:08 Why traditional phone menus fail customers   05:23 Testing change safely with a phased rollout   08:55 Unlocking self‑service without forcing it   13:58 What success actually looked like   16:19 What didn’t go to plan   20:22 Lessons on stakeholder trust and leading change   27:01 Outro How to unlock your full potential with expert performance improvement consultancyIf you’re serious about improving your organisation’s performance, then you need to get serious about process improvement. Our consultancy services can help you achieve your goals.Explore Consultancy: https://pmi.co.uk/consultancy/ Visit us at pmi.co.uk for more:Dive into our Knowledge Hub for more tools, videos, and infographicsJoin us for a PMI LIVE WebinarExplore Lean Six Sigma CertificationsFollow us on LinkedIn