The Challenge

A multi-national energy company with over 10,000 employees recently engaged with Actual Experience to understand the impact its digital technologies had on employee's home working experience - with particular focus on contact centre staff who are striving to deliver the same quality of customer service whilst working from home.

This is particularly relevant given the dramatic changes to working practices since the start of the COVID-19 pandemic. The client had an urgent need for a consistent and reliable data-set. That would feed into a continuous improvement process to ensure the right support and resources were focused on the individuals and parts of the business in need the most.

What Actual Experience did

Actual Experience worked with the client to deploy collector agents across the varying networks and technologies used by thousands of contact centre employees, analysing their home working environments and reporting on the experience of business critical applications.

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In four weeks an initial assessment report was developed with insights and recommendations that enabled the client to:
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• identify an emerging digital equality gap between contact centre staff. With 10% of employees losing an entire working day a month (compared to colleagues doing the same role) because of poor technology provision
• use the data-set to confidently build the business case required to optimise the application and network experience to close the equality gap; and
• to effectively plan the resources required internally to improve the technologies they use to support home working.
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The report also prioritised resource allocation and gave recommendations to improve operational efficiency by focussing efforts on application and broadband performance.

Value delivered

The client identified the projects and individuals needed to deliver the most significant improvement to reduce the digital equality gap as well as recover operational efficiency. 

Consequently, they are now undertaking a Continuous Improvement Process. Here, they would re-assess the efficacy of the improvements and consequently recommend further improvements until maximum operational efficiency has been achieved.

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