Outsource Your Advice Centre
Hestia has been providing independent energy efficiency and fuel poverty advice to hundreds of thousands of households for over a decade from our call centres in Birmingham and Nottingham.
ENERGY SAVING TRUST
For over ten years we have provided impartial advice, information and tools to people looking to save energy in the home and reduce transport emissions. More recently we have started offering advice on how to conserve water and reduce waste. Hestia currently delivers the Midlands Energy Saving Trust advice centres (ESTac) on behalf of the Energy Saving Trust.
The advice centre offers householders independent customer-led advice on waste, water and transport as well as energy, to enable the take up of sustainable energy products and services and a move towards a low carbon lifestyle with reduced fuel bills. Whether you are a homeowner, registered social landlord, local authority, private landlord, business or tenant we aim to offer you professional advice and assistance with regard to reducing your carbon footprint, saving money on fuel bills, and installing the correct energy efficiency measures for you.
Hestia currently provides independent energy efficiency and fuel poverty advice through our energy advice call centre where trained staff can offer guidance on heating and insulation initiatives.
OUTSOURCED CALL CENTRE
Hestia offers an outstanding quality service to each of its clients and its targeted goal is to add value and profitability to each client relationship through the provision of experienced, class-leading call and contact centre services.
Hestia offers call centre capability and trained advisers in energy efficiency and fuel poverty advice. Dedicated desks for new customers looking for Green Deal advice capabilities are available. We are able to provide this service on behalf of other organisations on an outsourced basis, under their own brand and with audited quality processes.
Hestia can offer UK-based Energy Efficiency Advice call centre services including:
-
Inbound response handling
-
Outbound telemarketing and telesales campaigns
Outsourcing your customer services delivery benefits your business by transferring key functions to an efficient, reliable and cost-effective resource, allowing you to concentrate on your bottom line.
Hestia will :
-
Work with you to grow your business through increased awareness and customer service
-
Reduce your staffing needs and costs and increase your profits through our flexible approach
-
Effectively reduce your capital outlay on equipment, technology, space and utilities
-
Quickly react and respond to mid-project changes in brief.
-
Use sophisticated, state-of-the-art technology including advanced call scripting
-
Remain available to your customers at flexible hours in response to today's varied lifestyles
OPERATIONS
Hestia has invested heavily in dedicated IT and marketing systems as well as a core of highly skilled advisors. We can provide a highly efficient call centre operation
We pride ourselves on the completeness and usefulness of our advice with 9 out of 10 customers very happy to recommend us to friends and family and the same number reporting high levels of trust in our advice. In running our advice centres, we place a large emphasis on continuous development of advice staff which improves the service that we provide
STANDARDS
Working an Endorsed standard (set by the EST) we maximise the customer experience such that they:
-
Receive high levels of customer service
-
Receive up-to-date, accurate information
-
Receive objective, high quality advice
-
Are encouraged to act upon the advice
-
Can trust the advice provided
There are three parts of the standard which our Telephone Advice complies to
1. ADVISOR REQUIREMENTS, COMPETENCIES AND APPROACH
A picture of the home in question and its occupants is built up to ensure most relevant and holistic advice can be provided over and above response to the customer's initial enquiry. Any questions asked specifically by the customer are accurately answered. Advice provided is appropriate to the customer's needs, priorities, motivations and capacity to act. Where advice provided requires further action to be taken, the steps involved are clarified with the customer.
2. ADVISOR KNOWLEDGE
All advisors have knowledge of energy efficiency and poverty reduction measures and behaviours covering:
-
Fuel Poverty and Fuel Debt
-
Insulation
-
Efficient heating
-
Hot water and controls
-
Low energy lighting
-
Energy efficient appliances
-
Consumer electronics
-
Eligible benefits check
Advisors are able to recite key information and benefits in each of these areas with deeper knowledge, providing factsheets and information on:
-
Typical payback periods
-
Cost savings from energy saving measures
-
Average costs for installation of measures
Advisors are able to offer top tips and top line information on:
-
Domestic renewables
-
Water efficiency
-
Transport advice - vehicle choice and smarter driving
3. OPERATIONAL PROCESSES
-
External monitoring of services provided
-
Internal quality management processes
-
Regular customer feedback on our services
-
Systems and processes exist to provide all advisors with easy access to the resources they require to best serve the customer
Please
contact us if you are interested in our energy efficiency & fuel poverty advice and consultancy services.