Project Background
Hive is the market leader in smart home ecosystems that allows users to control heating, lighting, and security devices remotely via a smartphone app. Owned by Centrica (British Gas), it provides smart thermostats, plugs, sensors, and EV chargers designed to enhance energy efficiency and home automation. With multiple Call Centres, supporting Hive and British Gas, iReach ran a Call Centre Satisfaction study to benchmark with leading Energy and Same Home Competitors across the UK.
Methodology
iReach with inputs from Call Centre Stakeholders and Management designed a Mystery Shopper Call Programme representing Prospects and Customers and measure the Call Centre Agents across a wide range of performance KPIs to including Wait, Hold and Talk times, Agent Knowledge and Call Resolution as well as key impacts on Customer Satisfaction as well as Intent to Purchase.
Insights
iReach Agents analysed and benchmarked the KPI results across the Hive and British Gas Call Centres with key Energy and Smart Home competitors to identify and compare KPI’s and deliver actional insights on performance strengths and weaknesses. A strategic improvement plan was implemented for areas where the Hive and British Gas Call Centres or Agent Processes needed improvement, to deliver higher levels of caller satisfaction and new sales.