Calabrio supports UK Power Networks commitment to supporting vulnerable customers via their contact centre
The Customer
UK Power Networks is the distribution network operator (DNO) for London, the South East, and East of England. Boasting an impressive network of around 46,000 kilometres of overhead lines, 138,000 kilometres of underground cables, and 120,000 substations, they provide electricity to 8.5 million homes and businesses.
Based in Ipswich, Suffolk, UK Power Networks’ contact centre team comprises of approximately 320 agents and staff. Among them, 120 agents specialise in managing inbound enquiries, while an additional 150 agents handle various support functions across different channels during a routine working day.
Jamie Airey, GE, Resourcing and MI Manager at UK Power Networks, oversees all aspects of resource allocation and operational functions for the contact centre, including support services and specialised help for vulnerable customers.
The Challenge
The importance of supporting vulnerable customers cannot be overstated, especially in the case of UK Power Networks. Some people need extra help in a power cut, particularly if they rely on electricity for medical equipment. As such, UK Power Networks identifies and highlights any potential vulnerabilities during every interaction.
We speak directly to our customers and ask them if there is anyone at the property who may be vulnerable or if they have any concerns,
Efforts are not limited to medical vulnerability, as UK Power Networks also prioritises financial vulnerability.
Due to the rising cost of living, there has been an increase in fuel poverty and we have a dedicated strategy to support these customers in need, which can include providing hot meals during a power cut for example.
Engaging with vulnerable customers can be a challenge, particularly when reaching out via phone. Individuals experiencing financial strain or emotional distress may hesitate to discuss personal matters over the phone and may find it more comfortable to communicate with a human agent through chat functions or video call.
As the demand for omnichannel customer support rises, organisations bear a responsibility to enhance identification methods, address challenges in supporting vulnerable customers, and ensure effective signposting for appropriate assistance. UK Power Networks recognises this responsibility and continues to innovate and prioritise the needs of their vulnerable customers in its customer service efforts.
The Resolution
Vulnerability classifications
UK Power Networks has implemented a classification for vulnerability, made up of a three-stage category ranking. Category three is for those that have medical reliance.
Jamie explains,
These could be customers who are unfortunately on end-of-life care or rely on electricity just for normal living for oxygen concentrators or machines,
As part of their strategy, UK Power Networks will proactively reach out to the customer during times of crisis. Its vulnerable customers ‘call back team’ will take over that customer’s entire journey and make sure that the customer is looked after and given a ‘gold-plated service’.
For stage one and two classification, UK Power Networks make sure they proactively reach out and direct these customers to their website for further support. If they then identify that someone might need further support, they make sure to check-in with them at all the touch points throughout the journey.
In addition, UK Power Networks actively collects customer feedback through surveys by industry regulator Ofgem on a weekly basis. They strive to review every customer’s journey, not just those who are vulnerable, in order to gain insights and learn from any issues that may arise.
Agent wellbeing
UK Power Networks is committed to providing its contact centre agents with comprehensive training and resources that enable them to effectively handle difficult customer situations and the pressure of high call volumes.
Jamie explained,
We have ‘blended working’ to maintain a balance between office and remote work, with 60% of our agents working in-office and 40% remotely. While some agents thrive in the sociable office environment, others excel in a work-from-home setup with fewer distractions. We closely monitor performance and adapt work arrangements accordingly,
The implementation of Calabrio’s Agent bot, Grant, has enabled the agents to have a greater say in their work-life balance. They can now request time off or changes to their shifts through messaging the bot, allowing them to create a schedule that works for them as individuals and not just for the business.
In addition, the UK Power Networks team invests significant time in training agents to equip them with the necessary skills for their job and ensure they feel empowered to perform well. The team has implemented guidelines to assist agents during calls, while also incorporating training based on real-life scenarios.
Jamie stated,
Our agents highly appreciate this approach as it allows them to empathise with our customers, understand their perspective, and effectively meet their needs
To support agent wellbeing, UK Power Networks has implemented mental health first aid services. If an agent is struggling or has had a difficult call, there are designated individuals available to provide assistance and engage in conversation. Additionally, the company offers access to an occupational health provider for any personal support requirements.
With a focus on continuous improvement, the team actively seeks feedback from agents to enhance training and development initiatives. UK Power Networks maintains a dedicated training team that conducts regular refresher courses, ensuring updates are made at least every 12 months. External training opportunities are also provided.
The Results
When it comes to KPIs and measuring success, UK Power Networks has measurements in place to record quality of calls, rather than call handling time.
Jamie explains,
Delivering excellent customer service is our top priority. We strive to achieve a customer satisfaction score of 93.5%, which we consistently meet. Average handling time is not a major concern for us.
We recognise that providing outstanding service to vulnerable customers can range from a quick five-minute interaction to a more involved twenty-five-minute conversation
While it is important to focus on customer satisfaction, it is also vital to understand and support the agents who deal with difficult calls on a regular basis. “Calabrio WFM has allowed us to see the performance of each of our lines in real time,
We refer to the historic data regularly to help inform our forecasts. When storms damage the electricity network causing widespread power cuts it can increase quite drastically from 1,500 – 2,000 to 35,000 – 40,000. The ‘special events’ tag in Calabrio is very useful as we can use that to forecast and exclude or use that data to build our next forecast. For us, it’s so useful,
Prioritising the wellbeing of both agents and vulnerable customers during times of crisis requires a proactive and compassionate approach. By fostering trust, loyalty, and resilience through prioritising the wellbeing of both groups with the help of Calabrio, UK Power Networks is able to strengthen its contact centre’s ability to weather any storm that may arise.
Calabrio is a trusted ally to leading brands. The digital foundation of a customer-centric contact centre, the Calabrio ONE workforce performance suite helps enrich and understand human interactions, empowering your contact centre as a brand guardian. We maximise agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management, and personalised coaching. Only Calabrio ONE unites workforce optimisation (WFO), agent engagement, and business intelligence solutions into a cloud-native, fully integrated suite that adapts to your business.
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