British Gas - DUH!

Terrylw1

smartie1976 wrote: »

To defend BG staff a tiny amount here, our hands are effectively tied due to working practises, not only regulatory.
Where there are issues with change of supplier, it is often the supplier that has been left which doesn't follow up requests to validate opening reads for accounts. Plus of course, these have to go through Data Collectors (DCs) and/or Meter Operators (MOPs). We cannot, for example, amend an opening read on an account without agreeing it with the previous supplier, even if we know the currently used read is incorrect.

A crossed meter issue is of course equally problematic if the exchange was done under the previous supplier.

Due to BG now using SAP for billing (BG use Siebel also Siebel) our staff have had to take on Role Profiles, which limit exactly what they can and cannot do withing their processes, and hand-offs are of course now par for the course.

Additionally, some teams are not allowed to take a 'one-and-done' approach, meaning even if they can solve the query through a little additional work, they're not allowed as the focus is on number of calls answered and wrap time. This is from my view poor customer service, and of course leads to increased repeat calls and dissatissfaction for customers.

Believe me, there are many many dedicated staff who work for BG that are equally as frustrated with the working practices, as there are unhappy customers. There are staff who are prepared to go above and beyond, but simply cannot because that's not their job, and they get pulled up on it bit time. Positive feedback for staff who've gone above and beyond is as worthwhile as negative feedback and suggestions for improvement (sent via the right channels). This allows the business to see what works as well as what doesn't.

I would urge anyone who is unhappy with the service they've received from BG to contact either Phil Bentley, or if you cannot get your issue resolved to Energywatch. For me the only way BG can progress as a company is with a short sharp shock and a different approach to account management.

I'll point out I've worked for BG for 8 years now.

Yes, but there is a reason such processes exist in the industry. If a new Supplier could do whatever they wanted, customers could end up paying twice and the settlement side of the industry would be an even bigger mess than it is.

DC's are in there because they have to produce the energy history against MPAN's. A Supplier cannot see this data and is also not obliged to supply it for charging back. If they did, Suppliers could charge themselves less and easily avoid correct payment to the LDNO.

Readings don't go to MOP's, just the DC's.

A crossed meter issue is not that problematic if it's with a previous Supplier because you can send the MOP out to check the meter. The old Supplier cannot do this, making it harder on them. Crossed meters are very hard when you have multiple Suppliers between crossed MPAN's, not when they change from one to another. You just get the MOP out and get them to update it and produce the correct details to the old Supplier and also to the new Supplier for a correct point at CoS.

I understand your points on systems and processes. BGas are not the only ones with that issue. However, it really is not the customers problem and Ofgem/Energywatch do not expect customers to suffer due to handovers and migrations.

What you have pointed out here states that the problem will be ongoing as BGas have moved into a more rigid working environment that does not benefit the customer. Thats there poor business decision and they are not the only Supplier who has done something like this.

As far as wrap time goes, thats just call centre culture and it's not new. You are very right there. I've seen call centre managers even tapping on phones to get them off, even telling them to tell the customer to call back as they are taking too much time up.

Another BGas employee posted on here saying this to defend staff. However, there is absolutely no excuse for staff & managers for how their incompetance has affected the customers in these threads.

I'm sure there are loads of great staff there as in any utility. However, there are also loads of poor ones, whether incompetance, poorly trained, poorly supported or just don't give a damn. Like any large business really.

I was in the utility sector for many years myself so I know how it is. However, I will never defend poor business decisions or incompetant staff on this board.

If the staff have done everything they can, I will happily point that out but sadly in most of the threads thats not the case.

Sadly, utility managers seem to care more about hitting targets than customer service and this discourages those that want to go the extra mile. Until Energywatch started drilling down for the super complaint, I don't think Suppliers really cared that much because they knew no one was watching them.

I've always said I pity people who are genuine and hard working who work for some of these places.