With the implementation of their automated quality assessment (AQA) framework launched in earlier in 2025, British Gas is now scoring web and voice interactions automatically, ensuring a more comprehensive and rigorous evaluation of communication across all channels.

In this session, Jonathan McWilliams, Complaints Governance & Interventions Manager at British Gas, will share the company’s ambitious journey to enhance quality assurance through automation and innovative coaching strategies. He’ll discuss how this initiative aims to improve quality scores for both agents and managers, while ensuring compliant conversations around customer vulnerability and payment challenges. Attendees will gain insights into the early outcomes of this transformative approach, including the crucial role of coaching in fostering better agent behaviour and improving overall customer experience.