Case Study: British Gas achieves over 40% increase in dials per hour and dramatically fewer no‑access visits with Alvaria

British Gas Creates innovative inbound/outbound customer contact solution to gain a head start on its competitors in the emerging smart meter marketplace

British Gas, the UK’s leading energy and home services provider, launched a major smart meter programme and needed to bring outbound appointment booking and customer contact in‑house to support a large-scale rollout. The challenge was to deploy a contact solution that handled blended inbound/outbound calls, outbound campaign management and natural‑language speech recognition while improving scheduling, customer verification and overall service consistency during rapid deployment.

British Gas implemented Aspect Unified IP (6.6) tightly integrated with its SAP work management platform, using Advanced List Management, an Advanced Voice Portal with ASR, automated reminders and a 400‑area planning model and blended agents to maximize productivity. The solution cut ‘no‑access’ visits, boosted agent occupancy, increased dials per hour by over 40%, sped decision‑making and improved customer experiences during the smart meter rollout.

British Gas

Dave Lister

Head of Service Development