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1st November 2002


Utility company Powergen has launched a new voice driven customer service enquiry line for its residential customers.

The complete voice driven solution, which has recently gone live, handles gas and electricity meter readings, sets up Direct Debits and allows access to balance enquiries for all of Powergens residential customers.

The service has been supplied and installed by Vocalis, a leading provider of voice driven solutions, to provide a consistent, efficient and easy to use service for Powergens customers. Vocalis and Powergen worked together to ensure a successful customer experience, which included designing a dialogue that callers would be familiar with and choosing a voice that would represent and promote the Powergen brand.

John Gunter, Customer Services Director from Powergen, said: The increasing competition in our market means it is imperative that we offer high quality and efficient customer service by phone after all, for many of our customers, this is their main contact with us. This service means we can offer a service which minimises call waiting times, allows us to cope with increased call volumes and enables our servicing agents to deal with more complex enquiries. We also expect to see an increase in the efficiency with which calls are handled.

Vocalis worked with us taking a flexible modular approach to the design of this service. As they were locally based, their support and understanding of UK market and business issues was a definite benefit.

Ken Hill, Vocalis Chairman, said: We are delighted to be working with Powergen, providing them with an easy to use voice driven service, which would be simple, flexible and natural for their customers. This solution will provide Powergen with immediate business benefits, improved efficiency and improved customer service, as well as cost savings.

About Vocalis

Vocalis works with organisations to create contact centre solutions that build the organisations business and brands. These solutions can turn your contact centre from a cost to a profit centre by ensuring it builds your brand, helps your business be more competitive, and increases customer loyalty through more effective and efficient service. Vocalis was formed in 1993, is publicly traded on FTSE Stock Market and has been listed since July 1996. Vocalis brings back the reassurance of the most personal human touch in business - putting voice to work.

The Vocalis Website is at

Email: [email protected]

For further Vocalis Group information, contact:

Rebecca Knight Philippa Buttle
QBO Vocalis Group plc
22 Endell Street
Covent Garden
Chaston House
Mill Court
Gt Shelford
Tel: 020 7379 0304 Tel: 01223-846177
Fax: 020 7497 2533 Fax: 01223-846178
Email:[email protected] Email:[email protected]

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Wednesday, July 02, 2003
Location :: c_corporate/news