Training an established supplier

The challenge

Spark identified that customer service advisors were missing key opportunities when handling calls and enquiries.

Amongst their concerns was that direct debits were not being promoted as a payment method, meter readings were not being requested, and customers in arrears were not being asked to make payments.

While the company’s advisors were trained to handle enquiries, they lacked the knowledge, experience or confidence to handle other areas, which had resulted in an increase of bad debt.

Spark turned to Sigma Connected to see if we could help them.

The solution

We delivered a comprehensive two-day training programme  to 150 Spark Energy advisors at the client’s offices, who were split into 10 groups.

Bespoke training was provided in a wide range of areas, including call management, dealing with different customers and resolving complaints.

Specific focus was placed on vulnerable customers and financial hardship and our approach was adapted to complement Spark Energy’s established training programme.

Additional floor-walking support also helped reinforce key messages and embed skills.

The result

Even advisors who had been with Spark Energy for some time said they felt more enthusiastic about their jobs and felt that they had been given the tools to be more assertive during calls.

This enabled them to assist in limiting bad debt and improving the rate of collections.