18 Marzo 2026

INFORMAZIONI SU QUESTO EPISODIO

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

How to unlock your full potential with expert performance improvement consultancy

If you’re serious about improving your organisation’s performance, then you need to get serious about process improvement. Our consultancy services can help you achieve your goals.

Explore Consultancy: https://pmi.co.uk/consultancy/

Visit us at pmi.co.uk for more:

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