E.ON UK SWITCHES ON TO 30% CALL SAVINGS WITH CABLE & WIRELESS
Under strict embargo until 00.01hrs, 14 February 2005
Cable & Wireless today (14 February 2005) announced that it has signed a deal with E.ON UK, the energy company that runs Powergen, to consolidate the inbound call services to its UK call centres. The deal is worth £6 million over three years and will integrate seven call centres dealing with 0800 freephone calls from gas and electricity customers onto a single, reliable inbound network.
Three separate suppliers previously served E.ON’s call centres, which are located around the UK at sites including Nottingham, Bolton and Leicester. By making Cable & Wireless, the leader in communications and IT infrastructure solutions for business, its primary communications contractor, E.ON UK estimates that it will save more than 30% on inbound calls each year for the next three years.
Mark Routledge, head of infrastructure services at E.ON UK, said: “Improving customer service is always our number one priority. This deal allows us to rationalise the way we handle calls and to maintain and improve our current high levels of customer service at two thirds of the existing cost.”
Robin Morgan, managing director, Retail & Industry, Cable & Wireless, added: “We’re very pleased to be working with E.ON UK to help reduce complexity and cut costs on each step of its journey to unify its call centre infrastructure.”
Powergen has 8.9 million customer accounts in the UK while Central Networks, E.ON UK’s electricity distribution business, serves 4.8 million customers in central England.
Under the terms of the deal, Cable & Wireless will be E.ON UK’s preferred provider of inbound call services. The service will be fully managed and monitored by Cable & Wireless, with a single service level agreement to allow E.ON UK to measure service more conveniently.
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About Cable & Wireless
Cable & Wireless is one of the world’s leading international communications companies. It provides voice, data and IP (Internet Protocol) services to business and residential customers, as well as services to other telecoms carriers, mobile operators and providers of content, applications and internet services.
Cable & Wireless’ principal operations are in the United Kingdom, continental Europe, Asia, the Caribbean, Panama and the Middle East.
For more information about Cable & Wireless, go to www.cw.com.
About E.ON UK
E.ON UK, the company that runs Powergen, is a leading energy supplier and electricity generator in the UK and owns the second largest distribution network in the UK.
It is part of E.ON, the world’s largest investor-owned utility, which has its headquarters in Germany.
For more information about E.ON UK, go to www.eon-uk.com.