Capita Gas Safe Register
Gas Safe Register helps consumers protect themselves from unsafe gas work by maintaining a register of businesses and operatives who are competent to undertake gas work in Great Britain, Northern Ireland, the Isle of Man and Guernsey.
Gas Safe Register needed to deal with customer queries about potential unsafe gas work and maintain service levels in a busy UK contact centre.
The Puzzel (formerly Intelecom’s contact centre entity) cloud-based contact centre solution, is used by Capita, on behalf of the Gas Safe Register. This solution handles over 1,300 calls a day that can rise by 600% during peak engineer-registration time − from February to April each year.
The Puzzel Call Back module is used at busy times. Call Back in Queue prevents customers waiting lengthy periods for a response. Callers are offered the option of a call back and are placed in a virtual queue to be contacted at the appropriate time as though they had stayed on the line. The advisor then receives the call and is made aware it is a call back before they are connected with the caller to answer their query.
A good example of how the Puzzel platfrom has supported the Gas Safe Register service is that there is very little down time either as a result of systems not being available, or advisers needing time out between calls. The intuitive look and feel of Puzzel’s contact centre solution means it is easy to navigate and ultimately reduces call handling times.
Service levels of 90% of calls answered within 60 seconds has been maintained. Capita, on behalf of Gas Safe, has effective, happy advisers and customers who receive a smooth and fast response.
“We are measured on key performance indicators and Puzzel helps to keep track of service levels so we can make any necessary adjustments. We can also create our own reports by changing the different variables such as time frames. This gives us the flexibility we need to react quickly as required.”