How we reduced customer-waiting times for a major high street retail client

 

Our client, a major retailer, required a tailored solution that would help them reduce customer waiting times and their contact-to-order ratio.

Our solution doubled the number of advisors by recruiting 450 extra staff within a 12-week period and introduced a web-chat capability to help connect Front Office and Back Office staff. By introducing a night team shift, we provided a reactive service that improved the end-to-end email journey by answering outside-of-hours queries promptly.

Our seamlessly connected and always-on approach was a great success, resulting in £1 million worth in additional sales.

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