25 November 2008
Thames Water claims to have enhanced its customer service operations through a deal with a contact centre services and solutions company.
Sabio designed and implemented a workforce management solution for the water company, which it claims has doubled its staff scheduling productivity.
The tool allows Thames Water to schedule all employees across its customer contact centre and back-office operations.
Will Brown, Head of Planning at Thames Water, said it provides call centre agents with "much more control over their schedules" and frees up team leader time "significantly".
Meanwhile, the company has also replaced its old call centre system with a new IP contact centre, which it says will help it deal with peaks in customer calls.
Customer services director Mike Tempest said it will help to ensure that calls are delivered "to the right agent at the right time".
Thames Water supplies 2,600 million litres of tap water to 8.5 million customers across London and the Thames Valley every day.