We foster professional and personal development in several ways. It is important for us to be professionally competent so that we can offer the best service possible.
The administration staff at our customer centre demonstrate just that. At the centre, we answer around 2,500 calls each day to do with power and natural gas issues.
This demands a lot of our employees. For that reason they are trained to have as much expertise at their fingertips as possible so that we avoid having to forward calls. This means that we must provide our staff members with ongoing teaching and training on current issues, while at the same maintaining their broad knowledge base. We achieve that through team training and – to an increasing degree – via e-learning tutorials.
We learn a lot about our customers’ service requirements from customer feedback – which is why we have changed our opening hours, and why we have also altered the level of service we provide in terms of how quickly we should answer calls. We take 70 % of calls within 120 seconds, and are continually making efforts to increase quality so that we can guarantee that customers get a response the first time they contact us. We have a performance-oriented work ethic and thereby guarantee an efficient workplace environment – we commend good initiatives and deal with the consequences of the bad ones.
Throughout the day, we register whether customers are waiting on hold, how long they have been waiting, and how many staff members are available to assist them. We are continually adapting the number of staff members answering calls in order to fully meet our service standards.
In DONG Energy we establish networks across our organization to help us in our daily work and to broaden our knowledge-sharing. We have everything from a secretarial network, a language network, coordinators network, coaching, female network etc.
The DHL relay race is a yearly internal employee event with approximately 1000 participants. The DHL relay race is a relay race in ”Fælledparken” in Copenhagen with 5 runners per team each running 5 kilometres.
Several of our colleagues within Administration put every ounce of energy into the event to make sure that those of our colleagues, who are running, will have a good experience and therefore coordination is very important. A plan of action should be drawn up so that roles and responsibilities are divided; we inform about sign up on our Intranet and contact information etc.
We distribute running shirts to the participants, order catering, tent and photographer. We are present on the day of the event and make sure that everything runs according to schedule. We monitor satisfaction with the event, and evaluate the arrangement so that we can do better next year.