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Read | Sep 23, 2024
AUTHOR(s)
A WNS Perspective
Amid the UK energy sector experiencing increasing volatility and economic uncertainty, a leading utility provider faced significant customer service challenges. Rising consumer debt and the deployment of smart meters led to a surge in inquiries, while the existing training processes caused prolonged personnel onboarding and variability in service quality.
To address these issues, the company partnered with WNS to leverage its expertise in digital workforce management and Artificial Intelligence (AI)-driven solutions. WNS implemented a Software-as-a-Service (SaaS) platform, integrating an AI-powered training simulator with a Learning Management System (LMS), resulting in:
% Productivity Boost
AI-led simulations and blended training programs accelerated agent speed-to-proficiency.
% NPS Improvement
Analytics-powered personalized training journeys helped increase the Net Promoter Score (NPS), with a 38% increase in the number of agents meeting NPS targets.
% Improvement in AHT Target Achievement
Mock chat and system actions practice enhanced agent conversational skills, reducing the Average Handling Time (AHT).
Read the entire case study to learn how AI-powered training transformed customer service for this utility provider!
Energy & Utilities
09 January 2025
Banking & Financial Services
16 September 2024
16 August 2024