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Record-breaking switch to home working
FourNet moves 2000 Npower staff to remote in eight days
As the UK coronavirus lockdown loomed, this leading utilities provider needed their staff to work from home. Npower had never previously required remote working for thousands of staff but, with FourNet on hand, in a little over a week they were doing just that.
Key Statistics
3.6m
Customers
10
Contact Centres
5000
Agents
3000
Concurrent Agents
Challenge
As one of Britain’s ‘big 6’ energy companies, Npower had an urgent need for swift and efficient action. The power giant currently supplies over 3.6 million residential and business accounts with electricity and gas.
FourNet’s innovative, award-winning, cloud-based contact centre solution has delivered significant savings and benefits for them. As coronavirus hit the UK in March 2020, and as call rates from customers rose, the company requested urgent work from home capability for nearly 2,000 users.
Solution
In just eight days, FourNet had enabled 2,000 staff to work remotely, with full functionality, including call recording, workforce management and workforce optimisation tools. Whether employees were self-isolating or complying with government guidelines to work from home, the business continued unaffected by lockdown restrictions.
Soft clients were deployed to all laptops provided and in conjunction with their IT team, FourNet configured, rolled out, trained and supported remote working functionality to all relevant staff. Normally such a wholesale move would take 12 weeks to complete.
Benefits
When the early decision was made for Npower to protect their staff and partners, FourNet rapidly responded to provide support to our internal teams and functions with different solutions as required to allow agents to continue to service their customer needs whilst working from home. Npower were able to maintain their key services and availability throughout the pandemic. It has demonstrated that the homeworking solution as part of a wider CCaaS is truly fit for scale and the individual solution components are fully functional away from the Enterprise Estate.
Matt Keane
E2E Service Manager - Home and Business, Innogy Business Services UK Limited