Contact Centre Review & Digitisation

Premium Bridal Design & Retail Brand

A premium bridal brand in Spain enhanced contact center performance and increased appointment conversions by 20% through digital upgrades and operational improvements, achieving higher service levels with a reduced headcount.

Sector: Retail

Location: Spain

Ownership: Privately owned

Duration: Medium Term

Challenge

The client’s operationally stretched multi-lingual in-house contact centre (9 markets, 7 languages) was failing to meet call handling and contact response targets. This, in turn, directly impacted on retail bookings and revenue, as well as overall customer experience.

Solution

Operational review in context of wider market and brand proposition

Operational discovery (metrics; business goals; contact centre structure; technology; staffing, training & quality), competitor review.

Identification of ‘quick wins’, including: changed resourcing model; technology optimisation; telephony change (call routing & IVR refresh); brand and stakeholder communications & alignment; selection & implementation of new social media solution.

Outcome

Improved contact handling service levels, despite 15% headcount reduction
Extended capabilities in digital channels with social media sales and service interactions directly driving increased appointments conversion (20% via Facebook)