Spotlight Contact Centre Review

Spotlight Retail Group consolidate and optimise contact centres so the customer experience is timely and efficient.

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Project

Spotlight Retail Group is a successful growing retailer. With multiple contact centres a challenge to manage, complexity leading to errors and customers unhappy with access and speed of services in-home blind/curtain measure, quote and installation contact centre.

Results

Spotlight invited Customer Science Group to complete a contact centre review. A set of recommendations, roadmap and risks were supplied to enable the project. This included specific technology and processes improvements that integration contact centre services with the field. The result of the recommendations implemented was:

  • 20% reduction in wait and abandonment times
  • Improved booking rates
  • Improved quote conversion rates

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