Case Study: Centrica boosts remote agent training and engagement with Intradiem

Centrica boosts training delivery by 20% with Intradiem

Centrica, a utility company, faced significant challenges when rapidly shifting its contact center agents to a remote work model. With systems unprepared for the change, agents felt disconnected, and customer service was at risk. The vendor, Intradiem, provided its customer service automation platform to help Centrica manage the transition, maintain business continuity, and deliver timely communications to its newly remote workforce.

By leveraging Intradiem's automation, Centrica prompted team leaders to conduct check-ins and send updates directly to agents' screens. This solution enabled the company to manage schedules and maintain service levels effectively. The results were substantial, including the successful shift of 7,000 agents to remote work and a 20% increase in the delivery of training sessions, leading to better-engaged agents and an improved customer experience.

Centrica