Case Study: Large Utility Company simplifies agent experience and improves call quality with Vistio AgentHub

Utility Company Simplifies the Agent Experience with Vistio and AgentHub

A large utility company providing electricity and natural gas across multiple states was facing significant challenges in its contact center. Following a series of acquisitions, agents had to navigate a complex web of different state regulations and processes for each utility brand. This led to a high rate of call failures, increased operational costs from unnecessary service dispatches, and declining customer satisfaction scores. They attempted to solve this with a detailed knowledge base, but it proved too time-consuming for agents to use effectively. The company turned to Vistio for a solution.

The utility implemented Vistio's AgentHub, a tool that guided agents through each call with a point-and-click interface to ensure compliance and accuracy. The results were significant, including a 64% reduction in critical call failures and a 7.8-point increase in first call resolution. Vistio's solution also reduced new agent training time by over a week and eliminated costs from unnecessary truck rolls. The success allowed the utility to smoothly integrate two new acquisitions and achieve its quality goals consistently.