London, United Kingdom (PressExposure) March 28, 2012 -- First Utility ( http://www.first-utility.com/ ) head of customer experience Steve McNeill has posted a company blog about a number of changes to improve First Utility customer satisfaction.
The new structure includes more advisors, improved training and a dedicated online team to respond to First Utility customers using email or Twitter.
In his blog Mr McNeill stated: "I have recruited more staff to improve the responsiveness of our contact centre at peak times with additional staff coming on board over the next few months. We are improving the training of our call centre staff to empower them to resolve queries first time. We have implemented new technology to improve access to customer services via web chat, twitter and email. A dedicated online service team has been created to serve customers who prefer to email or tweet and the online service team are trialling live web chat to determine if customers find it useful.
"I'm also increasing resource in the back office teams to speed up query resolution and investing in a new billing system."
First Utility recently placed 21st in the prestigious 2011 Virgin Fast Track 100 table, as its sales grew at 115% a year from £6.1m in 2007 to £60.5m in 2011. The company follows in the footsteps of fellow Fast Track 100 success stories Innocent Drinks, Carphone Warehouse and Ella's Kitchen.
To view the First Utility blog, visit: http://www.first-utility.com/blog
About First Utility
First Utility is the smarter independent utilities supplier, offering gas and electricity services to a range of consumer and business customers. It is the only energy provider to roll out smart meters to all its customers, throughout the UK. It is through the use of smart metering technology that First Utility can empower consumers to manage and reduce their own energy consumption and bills. First Utility is headquartered in Warwick.