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

How Centrica Manages Remote Agents with Automation

Centrica, a utility company, faced major operational challenges when the rapid shift to remote work left more than 1,000 agents—and eventually over 7,000—working from home. Team leaders were also virtual, making it harder to keep agents engaged, deliver timely schedule updates, and maintain service levels. Centrica used Intradiem’s contact center automation to help manage its newly remote workforce and support agent communication and development.

With Intradiem, Centrica automated check-ins, training delivery, overtime offers, instant screen messages, and other communications to keep agents connected and aligned with business needs. The result was 20% more training sessions delivered than before the move to remote work, along with improved agent engagement, better customer experience, and reduced operational costs through automation of manual processes.

Centrica

Rohit Kohli

Head of Resource Planning