Major Electric Power Company – Navigation & RPA for Faster Agent Readiness

Industry: Utilities

Snapshot

Each spring Japan’s nationwide “moving season” triggers a surge of service transfers and new-account activations for one of the country’s largest electric utilities. To keep up, its contact center must recruit a large cohort of seasonal agents. In fact, at peak season, new hires make up the majority of the floor. Traditional classroom training was long and intensive, and rookie agents often felt overwhelmed when it was time to go live.

To accelerate skill-building while protecting accuracy, the utility engaged TMJ to deploy a two-pronged solution:

1. A real-time call-navigation tool that automatically displays the correct talk script and required questions based on each customer’s responses.
2. Robotic Process Automation (RPA) that enters post-call data directly into the core customer-information system, significantly reducing the effort of manual re-keying.

Together, the tools shortened average handle and after-call work, helped new agents reach independence about one week sooner, and sharply reduced process errors across the operation.

The Challenge

• Rapid rookie ramp-up – during the busy season, new agents had to reach “independent” status quickly so service levels would hold.
• Training dropouts – an intensive “cram-style” curriculum created anxiety about the first live call and a higher quit rate.
• Manual input errors – keying customer-data changes by hand after every call risked mistakes and duplicated effort.
• Need for stable performance despite a staff mix that fluctuated sharply between peak and off-peak periods.

TMJ’s Solution

Dynamic Call-Navigation Tool
TMJ rolled out its proprietary navigation application at agent desktop. The system:

• Recognizes relevant customer attributes as the conversation unfolds.
• Surfaces the correct script and probing questions automatically, preventing omissions.
• Flags mandatory explanations and confirmation phrases so even first-week agents remain compliant.

Robotic Process Automation (RPA) for After-Call Work
Software bots now capture call outcomes and write address changes, contract terminations, or plan modifications directly into the utility’s core system. Results:

• No re-keying—agents verify on-screen data once, then release the call.
• Transcription and process errors drop sharply.
• Training modules covering complex system navigation are no longer required, trimming the curriculum.

Results

Speed to Proficiency

• New agents reached the “independent” benchmark roughly one week sooner than before deployment.
• Earlier readiness eased load on veteran mentors and stabilized queue staffing during peaks.

Lower Attrition & Dropouts

• Clear on-screen guidance and a gentler curriculum dispelled “debut anxiety” and kept new hires engaged through graduation.

Error Reduction & Performance Lift

• Extending navigation + RPA to other queues produced a marked drop in process errors and lifted overall KPIs.

Training Effort Saved

• RPA-enabled workflow removed entire segments of system-entry instruction, trimming trainer workload.

Faster Service to Customers

• The navigation tool enables new agents to keep their attention on the customer instead of a printed script, and the addition of RPA lets them wrap up each call confidently with no need for manual re-keying.

Better Peak Season Coverage

• Achieving agent independence a full week sooner also gives the center stronger coverage during its busiest month of the year.

Looking Ahead

Encouraged by the pilot’s success, the combined navigation-and-RPA stack is being rolled out to every customer-service workflow—from general inquiries to green-energy sign-ups. TMJ will refine script logic, add new automation points, and feed live error-rate data into continuous-improvement cycles—ensuring the center can flex for future demand spikes without compromising accuracy or the customer experience.

If your business faces similar challenges to this, https://tmj-bpo.com/solutions/.