Debenhams challenged us to help them deliver their best peak in activity ever, whilst also maintaining and improving their reputation.
Our approach ensured that Debenhams could effectively manage this large-scale logistical exercise and run a smooth operation across all their stores. By transitioning our client to one site and encouraging weekly peak meetings, we ensured continuity across our client’s peak plans. From providing additional headsets, extra staff, call handling and training, our solution delivered results.
Together, we managed hundreds of extra staff, changes in role responsibility, multiple locations and systems to significantly reduce complaints and contact-to-order ratios by 8%.