Proposal 2 · Call Centre Support

Every call answered. 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 working in structured pilot inside our own operation, taking real dispense fault calls from start to finish. What matters is what it does for the caller and for the business:

Answered at once, at any hour. No queue, no callback, no out-of-hours gap.

Expert triage on every call. It asks the questions an experienced engineer would ask, in plain language, and reaches the same conclusions.

Faults fixed during the call. Where it is safe, the caller is walked through the checks and fixes an engineer would make first. In our pilot, faults that would once have meant a visit are resolved on the phone.

Safety first, always. Anything that touches safety is recognised and passed straight to people, under strict rules the system cannot step around.

Nothing gets lost. Every call is logged in full and reportable.

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

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 same standard on the thousandth call as on the first, at any hour, on any day.
Evidence, not anecdote. A complete 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 show it handling a real call.