Improve capacity of OVO Support Team front end

An example of the frustration 

That would definitely get a lot of votes if the Ideas idea works at all !

Well it will be a test to see how much traffic we can drive to the idea.

It is a simple and I think honest issue. 

I’ll keep that thread open so I can post a link to it easily. Great Idea.

Thanks for raising this in the form of an idea, @Jeffus and for everyone else that voted. 

Whilst this ideas section aims to gather product and feature changes to our digital tools, I appreciate that being able to contact our Support team quickly and easily is an expectation for our customers, and is a core part of OVO’s mission. We have high standards and big plans for 2023 around building amazing customer experiences. 

It’s true that there has been instances during this energy crisis that our response times have failed to hit our own targets. As a result of the incoming volumes of contact, OVO is very much growing it’s front line service teams, as well as taking a range of actions to improve customer journeys and allow self service, so that less customers feel the need to contact us in the first place. 

We’re currently recruiting and you can see our job listing here. 

We’ll mark this ideas as complete as a result. 

Thanks for following up

I would actually quite like to keep it open please. 

Could we re adjust the purpose of the Idea section so this sort of thing can be included?

It is a big issue with OVO and it feels from where i am sitting, that the issue isn't being taken seriously enough. 

Thanks for the reply, @Jeffus. 

We currently don’t have an agreement with the many teams involved in operations to have forum ideas considered for their teams’ roadmaps. Until that changes, we’ll have to only have ideas that can be considered, open for votes. 

Please rest assured that service levels and customer satisfaction are a key performance indicator for the business in 2023. Cutting through the jargon, what this means is that, unless our service is good and our customer satisfaction is high, our 2023 year will be considered a failure. Based on this reality, let me assure sure that it’s being taken very seriously.