Jaycar Service Transformation
Jaycar Electronics Group is one of the leading retail & wholesalers of electrical equipment in ANZ. Following a review of the Contact Centre operations, Customer Science were re-engaged to support the redesign of the CX strategy and service and build for a more positive and digital customer experience for the future.
- Development of CX strategy, customer principles and service behaviours
- Co-design of process improvements, immediate savings of ~$200k on changes to one report
- Recommendations on Contact Centre technology stack
- Development of Contact Centre disciplines including supporting tools and methodologies: KPIs and Measures; Workforce Planning; Quality Assurance
- Delivery of Voice of Customer Program