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An update to our system and service improvements

Posted on 22 November 2015

We want to keep you updated on our current state of play. This month, we are continuing to head in the right direction, and we’ve introduced some great new applications into our operation. We’ll start by telling you about our biggest success…

Improved call waiting times

We’re thrilled to say that our call waiting times have seen a dramatic reduction over the last 4 weeks. This is thanks to a push on first call resolution – where we try our hardest to get an answer to your enquiry while you’re still on the line.  This means that our volume of calls has gone down, so we can answer your calls much faster. Over the last month our average call waiting time has been less than 2 minutes.

Exciting email developments

This month, we launched our brand new email software. This will help us to deliver a much improved email-based customer service, with faster replies and better quality answers. We are now currently responding to email enquiries within 44 hours and hope to improve this to same day by the end of the year.

A bigger billing team

We have increased the resource in our billing team, which means that customers will see a marked improvement in our billing function and handling. We still have a number of customers who are experiencing late bills but we have dedicated teams working through these backlogs and we’re on target to clear all these by December.

We’re so happy to have been able to share these improvements with you, and can’t wait to have even more good news to pass on in our next update.

Once again, thank you for choosing to be part of Co-operative Energy. We really mean it when we say that your best interests will always be at the centre of everything we do. 

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