Enel

Raising the bar on contact centre performance

Italy’s largest power company, Enel, manages around 50 million calls a year, along with customer interactions via digital and social media platforms. The utilities regulator benchmarks contact centres every six months and since 2010 Enel has always ranked top for performance.

Key to this success is a service-to-sale strategy that relies on Genesys technology. It enables Enel to match customer profiles to agents with the most appropriate skills. Around a fifth of calls are now handled automatically. Supervisors constantly monitor internal processes and workflows to prevent bottlenecks and service level degradation.

Customer satisfaction has rocketed from 5.7 to 8.5 out of 10, helping Enel drive growth in the energy-efficient services market. Improvements to core processes, such as metering, mean more accurate invoicing and fewer unpaid bills, reducing the need for credit collection and increasing profitability.

Benefits

  • 49% increase in customer satisfaction
  • New revenue stream with 500,000-plus contracts
  • Awarded best and most efficient contact centre nine times in a row

Challenges

  • Improve service quality, efficiency, and performance
  • Increase sales and competitiveness

We introduced Genesys True Omnichannel Routing so that customers always get fast access to the right agents. This was instrumental in our winning the best and most efficient contact centre award nine times in a row.

Maurizio Morrica, Contact Centre Manager, Enel

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