ContactCare’s proposition ensures a fair price. Furthermore, location was important to Energielabel, being centrally located and easily accessible.
ON AVERAGE, CONTACTCARE SUPPORTS OVER TWO THOUSAND PEOPLE A DAY WITH QUESTIONS ABOUT ENERGIELABEL
As of January 1st 2015, the government is strictly being monitored on having energy labels for homes. Having this label when selling your home has been compulsory since 2008, but it was not borne collectively in the Netherlands. A number of municipalities have done it piecemeal, but ever since the energy agreement in 2013 the government has actively taken steps, obligating Dutch homeowners to transfer their energy label when selling their home per 2015. From early January until March, more than 4,5 million letters were sold to homeowners. This has raised a lot of questions among the Dutch. And wherever there are questions, ContactCare comes in.
- Awsering service
- Customer service
- 0800 number
Gerard works with Milieu Centraal, an independent education organization in the field of environment and energy. The government assigned Milieu Centraal to set up a helpdesk for the energy label.
Gerald Brinkman, Project Support Energy Label Milieu Centraal:
“Door de grootschaligheid van dit project werd ervoor gekozen de klantenservice uit te besteden. Ik ben bij drie inbound callcenters op bezoek geweest en wij hebben de keuze laten vallen op ContactCare. De gesprekken waren goed, het team kan snel schakelen en proactief meedenken en ik had er vertrouwen in dat ContactCare de schaalgrootte van het project aan kon. Hun unieke propositie dat je per minuut kan afrekenen, zorgt voor een eerlijke prijs. Verder was ook de ligging belangrijk voor ons, centraal gelegen en makkelijk te bereiken.”
EXPECTATION: 700 CONTACTS A DAY; REALITY: 2200 PER DAG
It was expected that in particular that people would call who had their house on the market or who were on the verge of passing. However, they had not anticipated on the emotion that was evoked by the energy label: people who felt that they were wrongly assigned to a provisional lower energy label and who had not been seen as main occupant on the website called massively. The website also contained some teething problems which caused additional calls.
A little without expectation, the call center received 181 questions through telephone and e-mail on 1st of January 2015. In the following days this number grew massively. Despite the thorough preparations and massive occupation in the call center, customer service was dealing with queues. And the first letters hadn’t even been sent yet. ContactCare’s flexibility and ability to anticipate were tested properly. Within a very short period of time many additional customer service agents were recruited and trained.
MilieuCentraal stands in between the government, citizens, civil society organizations. We give tips and advice to citizens on energy. Through years of experience and regular consumer researches MilieuCentraal knows what consumers think and how we can help them.”