BG pilot cleared for take-off

BG pilot cleared for take-off

UK energy provider, British Gas, is extending the use of performance monitoring and coaching tools to 280 seats in its national sales centre following a successful pilot. The technology, SmartCC from ASC Telecom, is a training tool that allows supervisors to monitor calls in real time and "whisper"suggestions to agents without the call being interpreted. Initially used in a training room environment, SmartCC was then piloted for three months before the wider roll-out was decided upon. Linda Lima, British Gas commercial development manager at the national sales centre, said the goals of the project –improving staff retention, reducing training costs and improving customer acquisition numbers – had all been reached during the trial.