Science & Technology
Science and Technology
Science and Technology
Mon, October 5, 2009
Sun, October 4, 2009
Fri, October 2, 2009
Thu, October 1, 2009 eGain: eGain Fuels Knowledge-Powered Customer Service at British Gas
SLOUGH, UK--(Marketwire - October 1, 2009) - eGain (
PAYGE has over 700 contact centre agents, dealing with a wide spectrum of complex enquiries every day. British Gas PAYGE chose eGain KnowledgeAgent (Advanced) to improve customer experience, contact centre agent productivity and first-contact resolution across the PAYGE division. David Brand, Head of Transformation & Change at British Gas PAYGE, explained, "Our customer propositions and range of services are varied, which can result in complex queries that raise a multitude of different customer issues and outcomes. In order to reduce the high repeat call rates and increase first call resolution, we had to take on the challenging task of moving from our existing intranet solution to a more sophisticated knowledge base that would enable all of our agents to find the right solution at the right time, and it was clear eGain had the experience and technology to help us achieve this."
British Gas PAYGE initially deployed the on-demand version of eGain KnowledgeAgent (Advanced), enabling it to get the new service operational and benefitting customers quickly, without the necessity of extensive IT resources. In the pilot phase alone, British Gas PAYGE witnessed an improvement in its customer service operations increasing customer satisfaction scores by 7%. Brand commented, "We quickly realised we had a solution that was very easy to navigate and increased agent efficiency. During the pilot phase, repeat calls on energy consumption, fault resolution and meter queries were reduced by 16-17%, and call wrap-up times were down by 29 seconds per call."
Having determined the business value of the eGain solution, British Gas then made the transition from an on-demand to an in-house deployment, rolling-out eGain KnowledgeAgent (Advanced) across all its PAYGE service teams. The solution ensures fast, consistent and accurate answers to complex queries by providing agents a range of ways to get to information in the knowledge base. It includes the Guided Help module, which uses the eGain Inference® Reasoning Engine to help all agents handle interactions the way an expert agent would.
The eGain solution has also reduced the number of field service visits across the division. Through more effective call diagnosis, British Gas PAYGE has cut the number of unwarranted service call-outs and is reviewing the possibility of extending the eGain solution across other divisions of British Gas.
Andrew Mennie, General Manager of eGain EMEA, explained, "For a household brand like British Gas, where service is such a key differentiator, choosing proven solutions for contact centre implementations is critical to success in a competitive environment. eGain has been delivering innovative knowledge-powered customer service solutions to enterprises for well over a decade, and this enables us to apply the highest levels of experience and expertise to organisations like British Gas today. This is a great example of a large utility organisation making use of powerful and intelligent knowledge base technology to provide value-added services and engender loyalty across its customer base."
About British Gas
British Gas is the nation's leading energy supplier with more people choosing British Gas to supply energy to their homes than any other supplier.
British Gas is a British owned company. As part of the Centrica Group, it provides gas, electricity and home repair services to millions of customers in Scotland, Wales and England. British Gas is the UK's leading energy and Home Services provider.
British Gas is committed to providing the best value energy and the highest quality services expertise in the country.
About eGain KnowledgeAgent
Proven in the enterprise market for two decades, eGain KnowledgeAgent guarantees high-quality customer service by infusing customer service agents with knowledge, making them as productive and informed as the best agents. The solution ensures fast, consistent and accurate answers to customer queries by providing agents and other users a range of ways to get to information from a common multichannel knowledge base. These access methods include dynamic FAQs, search, browse and guided help.
The only solution with both on-site and on-demand success for over a decade, eGain KnowledgeAgent is also available for multichannel self-service through the Web and IVR. More information about eGain's knowledge management solutions is available at [ www.eGain.com/products/knowledge_management.asp ]
About eGain
eGain (
Headquartered in Mountain View, California, eGain has operating presence in North America, EMEA and APAC. To learn more about us, visit [ www.eGain.com ] or call our offices: +1-800-821-4358 (US), +44-(0)-1753-464646 (EMEA) or +91-(0)-20-6608-9200 (APAC).
