Customer service has always been important to Anglian Water, but the introduction of Ofwat’s Service Incentive Mechanism (SIM) – which financially rewards good customer service – brought this focus to the fore. Anglian and its consulting partner, Capgemini, tasked VoxGen with designing and implementing a new voice self-service solution that would enhance the customer service experience, increase customer satisfaction and reduce costs.
VoxGen designed a new, customer-friendly IVR experience with these key features:
The results to date have been phenomenal:
VoxGen services used
Read the case study to see how Anglian Water saved £2M over 5 years with new self-service IVR handling 25% of all calls.