Proposal 2 · Call Centre Support

Designed to answer every call. More faults fixed on the phone.

Call centre support that lowers the cost of every fault and raises the experience your customers receive.

The capability today

Morepour already runs call handling and work allocation at scale. When BOC awarded us their national contract, they awarded us the call centre and work allocation side of their business along with it. Call allocation is where the yield of every van is won or lost, and our office team treats it that way: our new offices have double the desk capacity, our operating hours are extending, and the team is built around SLA adherence and customer satisfaction.

The next layer: iNN-Genius

On top of that human capability, Morepour has developed iNN-Genius, an AI-supported call handling system. It is currently in structured pilot inside our own operation. What matters is what it does for the caller and for the business:

Designed to answer at any hour. In the planned design there is no queue and no out-of-hours gap, and a person rings back whenever the safety rules call for one.

Beer-fault questions. It asks the questions an experienced engineer would ask, in plain language.

Faults fixed during the call. In the planned design, the caller is talked through an engineer's first checks and fixes only when the signed safety rules allow it. In our pilot, faults that would once have meant a visit are resolved on the phone.

Safety rules first. The planned design follows a signed rulebook: every alarm alerts a person, and only a person can cancel the alarm.

Calls on record. Each call is logged and can be reported on.

Engineers arrive briefed. When a visit is needed, the engineer already knows what was checked and found.

An engineer call that did not need an engineer

This is a pilot test call, and it is worth being straight about what was arranged and what was not. The fault was chosen in advance and the caller is from our own team. The system's side was not arranged at all. It was told nothing about the fault, given no script, and had no more to work with than it has on any call. It answers as Holly.

Two moments are worth listening for. The call opens with a request to book an engineer, and no engineer is needed by the end of it. And partway through, the caller does not understand the answer and says so, which is not what a rehearsed call sounds like. What comes back is a piece of trade equipment explained to someone who has never heard of it.

The fault is an everyday one, a creamer plate left out after a line clean. It runs at its real speed, including the moments where Holly is working something out, because that is what a caller actually hears.

Holly's words are exactly as recorded, with only the opening greeting trimmed. Captions are on screen throughout. The images are illustrative. It shows an ordinary beer fault, not the safety rules.

What that would mean for Diageo

Fewer call-outs. A visit avoided is cost removed from the operation, not deferred.
Faster service for your customers. An outlet walked through a fix is pouring again within the hour, not waiting for a van.
Consistency. The planned design applies the same signed rules on every call.
Evidence, not anecdote. A record of every call, so decisions about equipment, sites and spend are made on data.
Scale without strain. National call volume handled without call centre headcount growing in step with it.

People stay in the loop

This system exists to support people, not to replace them. Complex calls, commercial judgement and anything involving safety sit with our team. That balance is deliberate, and it is why the customer experience improves rather than suffers.

We would welcome the chance to put it to work on your own calls.