Learning Experiences

Major Utility Provider - Transforming Knowledge Retention

First contact resolution
repeat calls reduced by 22% three months post implementation

Decrease Average Call Handle Time by 35 seconds three months post implementation

Overview

Today’s employees are bombarded with an abundance of content both on the job and in their personal lives. So how are employers able to complete with the constant stream of information and ensure that the knowledge needed for job competence is front and centre?

This was the case for a multi-channel contact centre at one of the UK’s largest utilities.

With outstanding service as its goal, this utility provider had invested in a range of learning tools designed to support daily updates and individual development. The combination of huddles, 1:1s, digital and classroom training was not effectively
demonstrating a sound knowledge transfer. Senior managers recognised that there was a gap in how much of the learning ‘stuck’ and it was challenged to find efficient ways to support employees to retain it.

With constant updates to product, service, essential safety and compliance learning, it was imperative that the 4000 employees were up to date with the knowledge needed for their customers.

The Approach

Davies Learning Experiences is changing the way that employees learn by introducing our online knowledge retention platform called Errol Owl.

Through daily quizzes, Errol supports retention by reinforcing key information to evaluate individual knowledge levels and can assist in implementing targeted coaching sessions.

By using artificial intelligence (AI), Errol Owl can adapt questions to reflect user knowledge and competence. Errol Owl is designed to complement existing training and knowledge transfer strategies by providing an engaging and flexible way to embed learning.

When the senior managers at the utility company outlined these challenges to Davies Learning Experiences, we instantly recognised this was a perfect scenario for Errol Owl.

Delivery

Designed to complement existing training and knowledge transfer strategies, Errol Owl provided an engaging and flexible way to for the utility company to embed learning that directly impacts measurable business results. Errol Owl make it easy for them to create customised content such as bite-sized refreshers, quizzes that encourage retention and timely prompts for critical messages.

Crucially, for the utility, it supports reporting with flexible tools that provide detailed insights into individual learning performance as well as overall effectiveness.

The Feedback

“The Owl has made me aware of tariff details and customer processes I didn’t know existed”
Utility Agent

“The learning evaluations we get from Errol help us to have more effective coaching sessions during 1:1s”
Utility Team Leader

“It’s a fantastic engaging platform that gives us insight into our people that we’ve never had before. If we use it right, we can join all the dots and get the results we need!”
Utility Senior Manager on using Errol Owl

The Results

The launch day was a major hit with the team but the real success is the business impact that it continues to make. We have helped the 4000-strong frontline team keep up to date with changing products, services and regulatory requirements which has led to a demonstrable improvement in customer service KPIs including First Contact Resolution and Average Handling Times.

“The time our agents are on the phone with each customer has tumbled. We can help so many more customers now.”

With staff engagement levels consistently over 75% with Errol Owl, it has not only added a fun element to knowledge retention but it is supporting staff development and retention on a broader level. Agent feedback has been positive, with staff commenting on how user-friendly the platform is and how it has created some healthy competition.

For the utility company, this has led to tangible benefits on several key performance indicators for the contact centre, including Net Promoter Score and Average Call Handle Times.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

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