Fixing Call Transfers in the Contact Centre: How OVO Energy redesigned the customer experience

Alannah Martin shares what really happened when her team replaced a traditional Interactive Voice Response telephone system with natural language technology in a live contact centre.

“We knew that understanding our customers’ needs and why they were contacting us was fundamental to being able to improve anything.”

 In this episode:
 
 00:00 Introduction and the problem with call transfers  
 02:08 Why traditional phone menus fail customers  
 05:23 Testing change safely with a phased rollout  
 08:55 Unlocking self‑service without forcing it  
 13:58 What success actually looked like  
 16:19 What didn’t go to plan  
 20:22 Lessons on stakeholder trust and leading change  
 27:01 Outro

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