International Customer Contact Centre Transformation
Helping a large international home retailer, navigate the commercial and customer impact of large operational change, and embrace new technologies
With future mid-term cost rises forecast to increase operating expenditure by over €280m in six years, a suitability review was commissioned, of the existing digital capability in place to support worldwide customer contact, alongside a discovery and analysis exercise targeted at contact channel duplication and waste, the international customer journey and current customer satisfaction.
Gather and analyse data and information on customer contact channels, contact type, frequency and for call propensity. Create a baseline position with multiple key commercial and customer KPI’s, and design prototype models of potential technology options, targeting financial savings and improvements to customer experience, to support the redesign of the Customer Service Centre (CSC) operating model across 32 countries.
Develop a business case supporting multiple technology implementations and process redesign, ultimately re-positioning six international contact centres and proposing the mixed use of new technologies, including chat bots, IVR’s, language translations and an improved knowledge base with a redesigned website presence.
Delivering over €400m of savings and future cost increase avoidance over six years.