onemedia create bespoke interactive solution to assist communications at EE contact centres

EE is part of the BT Group and is the largest digital communications company in Britain, delivering mobile and fixed communications services. They currently have approximately 553 retail stores, and service more than 31 million connections across its mobile, fixed and wholesale networks.

As part of a pledge to increase customer satisfaction it was decided that contact centres across the UK and Ireland were to deal with all customer service calls from 2017. EE contact centres manage around 70 million calls a year.

Business challenge

EE required an interactive communication solution to deal with the frequent changes to product information and consumer deals and the subsequent need to keep customer service advisers abreast of the latest updates.

The solution would need to house a large amount of information and be intuitive for customer service advisors to navigate quickly, interactivity was necessary to provide access to the relevant information with ease.

The platform also had to be centrally managed to ensure the quick and easy upload of new and updated content.

Finally, it was necessary for the solution to be fully mobile to allow it to be used across the office space when and where needed.

The solution

Onemedia created a bespoke interactive touch screen solution based upon the reliable ONELAN signage platform installed by integrator Internet Video. An on-brand UI was designed providing an intuitive and engaging framework for content to be uploaded.

Different menu options such as weekly commercial trading information, live campaigns and product launch videos from various device manufacturers were included in the solution as well as important statistics such as summaries from the previous week’s trading. Navigation buttons, full screen viewing options and scrolling trading updates along the bottom of the solution completed the mobile communications tool.

The resulting solution provides EE with a powerful tool providing staff with easy access to accurate information increasing employee engagement and productivity and helping to achieve their overall aim of increasing customer satisfaction.

“We were delighted to work with EE on this project creating a bespoke solution that enables their customer service teams to access important information such as campaign, news and product updates to ensure they can carry out their roles effectively.” 

Tyson Reed
Managing Director

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