Use Case: Utilities | EMEA | Italy

Helping an Italian Utility Provider Meet Compliance Requirements

In Italy, the Utilities sector is governed by a specific authority body which provides regulatory compliance standards to all businesses providing utility services (gas, electric, water/sewage, and communications services). Compliance requires providers to produce specific reports on key operational metrics such as (but not limited to) service availability and utilization in minutes in order to ensure customer access.

For companies in this sector and operating in this region, data and reporting within the contact centre plays a critical role in not only meeting compliance standards, but also in providing consistent and reliable support to customers across voice, email, web, chat, video and social media.

Getting the Right Data to Meet Reporting Requirements

The Brief

Regulatory compliance for utilities service providers in Italy requires that companies produce reports related to key operational metrics such as (but not limited to) service availability and utilization in minutes in order to ensure customer access. Compliance also requires CSAT/customer survey results to be made available.

For this Italian utility service provider, emite was tasked with:

  1. Helping contact centre leaders access comprehensive service availability and utilization data within the contact centre – both in real-time and historically.
  2. Creating custom reports to match specific business KPIs. The data needed to report on the number of minutes when telephone lines were occupied for the purpose of ensuring customer accessibility levels meet regulatory requirements.

To meet additional compliance requirements, emite also needed to play a role in the provision of CSAT/customer survey results, which must be made available to the governing bodies that oversee the sector.

Meeting Regulatory Requirements

The Challenge

Given the specific reporting requirements and frequency of the reports to be provided, managing such regulatory requirements via customisation was a costly and time-consuming process, requiring ongoing development activity.

Genesys Cloud alone was unable to provide the full level of detail and also meet the requirements without additional and ongoing customization which would turn out to be both expensive and potentially inaccurate due to ongoing development of the Genesys Cloud API’s.

Failing to meet such reporting requirements or providing inaccurate service information would result in those organisations receiving financial penalties. This could also result in loss of business and thus, the potential termination of service provision.

Objectives, Solutions & Results

Objective: Provide a Single Dashboard Highlighting Regulatory Compliance

emite’s primary objective as the reporting and analytics solution of choice was to provide a single dashboard that highlighted the customer’s regulatory compliance using custom KPIs calculating the Availability, Utilization and Line Occupation by 15-minute intervals.

Thus ensuring the customer is able to meet reporting requirements and also gain early warning in order to avoid potential compliance failure.

The Solution: Working Together with Key Stakeholders

Together, emite and Genesys’ teams worked collaboratively with key stakeholders from across the organisation in Italy to fully understand the specific regulatory requirements throughout a series of workshops.

The results of the workshops translated into a custom reporting solution provided by emite that would align with the specific KPIs leadership needed to have confidence in their compliance position and confidence in their contact centre technology and service providers.

Results

Working together with the customer and their contact centre platform, emite’s expert team was able to identify the specific contact center reports and data needed to meet strict EU Utilities sector compliance standards.

In just a few short weeks, emite delivered:

  • A specific governance dashboard and official report which is submitted to the governing body of the country’s utilities sector.
  • Provide the customer with 24x7x365 visibility and monitoring of their compliance position.
  • Real-time and historical contact centre dashboards that provide the right data to improve operational efficiency, agent staffing, and overall customer satisfaction.
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Expert Insights & Recommendations

This particular project highlights that expensive, bespoke development to meet unique regulatory compliance is not the most effective or efficient method.

Flexible solutions such emite can be utilised to ensure regulatory compliance at a lower cost and in shorter timescales.

For other companies in the Utilities sector, or contact centre teams who must meet compliance requirements within their contact center data, emite can help in many ways: 

  • Getting the right data. Create custom dashboards to help your team quickly and easily access contact centre data required for compliance
  • Streamline data. emite integrates with over 80 technology platforms, providing a single view of all your companies contact centre data vs having to log on to multiple platforms to access data and create reports.
  • Align with key stakeholders. Leadership is under pressure to not only meet compliance requirements but to run an efficient operation, meet budget constraints, and create a customer experience that will keep valuable customers from leaving for the competition. Understanding contact centre performance in real-time and historically is the best way to arm leadership with the insights to run a world-class contact centre.
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