Call centres are busy places and nowhere more so than the British Gas call centres in Leeds, Manchester, Southampton, Leicester, Edinburgh and Cardiff. With a corporate-wide, customer service continuous improvement programme in place, British Gas relies on digital signage to keep its staff focused on delivering customer service excellence.
Given the number of words and screen size, the role of the on-screen content is to show staff where to find more information. For instance, when an announcement about the Managing Director’s latest blog is displayed, there is a spike in network activity as employees check out his comments.
"Employees like the system. We keep messages to 20 words or less as people just don't have time to read more. Moreover, it means the message font is sufficiently large so that it can be seen by employees furthest away from the screens.” Intranet Manager, British Gas
"In total, digital signage messages reach over 17,000 British Gas staff each day. We've made it an integral part of the workplace. Every employee has line of sight to at least one screen. In some cases we've enabled sound on the screens where we can play briefings to all team members at their desk rather than disrupting the working day by moving people to another part of the building to hear the briefing. This has worked really well.” Employee Communications Manager, British Gas
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