driving change at argos contact centres › uploads › events_attachments › ... · your account...

/ Driving change at Argos Contact Centres

…like the present

There’sno time

We engage people with award winning creative communications.

Our inside out approach inspires your employees to be brand ambassadors and turns your customers into brand advocates.

The result is a seamless customer experience at every contact with your brand.

71%

NPS up 2o2%

/ Background

/ Background

8 areas of focus for driving change programmes

2Get the facts

3Simple goals

1Stop & look

around

4Remember the

models

6Bring to life creatively

7Share results

5Jump to action

8Refresh &

keep going

/ Stop & look around

Today’s consumer

Connected Always on

Expects great service and added value

24/7Channel hop

Loves an experience


Source: Bearingpoint

Tomorrow’s contact centre

Proactive at every stage with

customers

Intelligent customer

conversations

First point resolution

Great customer experience

Exploit cross selling,

up-selling

Knowledgeable- multi-skilled agents who engage in a conversation


Salesthroughservice

/ Get the facts

845 stores

30,000 colleagues

2,000 contact centre

workers

200 remote

workers

Focused on customer

service

Limited involvement

in selling

/ Get the facts

Contact centre performance

Sales were flat

22% below on UK average

Customer satisfaction was down

Go the extra mile

Standardised performance management

First time resolution

Engage our people

/ Get the facts

The opportunity to improve

/ Jump to action

“ An engaged colleague is the most powerful resource you can have, they don’t deliver because they have to, but because they want to. They’ll invest time and effort into their work, making the customer their priority. Ultimately it is all about people.”

Chris Stroud Director Customer Management, Sainsbury’s Argos

/ Simple goals

Lead on digital

Move from good to great

servicesBe effortless to deal with

= Multimillion opportunity

Salesthroughservice

Connect with it

The feeling part

/ Remember the models

Live itThe behaviour part Get it

The thinking part

Lead itThe change part

/ Jump to action

The plan

Mindset shiftGober method

Ask StroudyEquip our managersDigital

investmentSelf help, live chat,

2-way smsEmployee

engagement

/ Jump to action

8 weeks to get ready...

/ Jump to action

Role– Mindset shift

– Expectations

– Behaviours

– Empowerment

Manage uncertainty– Business as usual

Knowledge– Information

– Training

Service changes– Vision of salesthrough service

– Moments of impact

Digital– Digital toolbox

– Confidence

– Practice

5 areas to focus

Leadershipworkshop

Immersion in customer mgt centre life

Creative, activity focused engagement

campaign

So, what did we do?

/ Jump to action

BE THE

/ Bring to life creatively


Messages

Creating/delivering a fantastic customer experience is more important than ever

Use every contact as an opportunity to give a great experience, boost loyalty, drive sales

Make the customer journey simple, efficient, stress-free

Learn, improve, feel able to do the right thing for our customers and each other


Managers event

Week 1:

The Launch

Week 2:

The Big Knowledge Difference

Week 3:

Small Actions Big Difference

Week 4:

Digital WeekAction WeekKnowledge WeekLaunch Week The Big Difference with Digital


PRE-PEAK PEAK POST PEAKPRE-PEAK PEAK POST PEAKPOST PEAK

Mary Gober - Pilot activityBoost your customer service

skills, communication and problem-solving with this brand

new Mary Gober Training.

Changes to IVRBig improvements to the

way calls are routed to our CMCs

The HuddleYour opportunity to ask

Senior Managers all your burning questions

PeakLaunch

Be the Big difference campaignAcross four exciting weeks, we’ll

be giving you and your team everything you need to reach your potential and give our customers

best-in-class service

Roll out to Argos/Habitat

Roll out to Homebase

Managers event 28–29 September

Two days to get together, plan and share ideas for how to bring the big

difference to life for your teams

Testing out webchat salesCould webchat sales boost our

income? Let’s find out!

Introducing WallboardsInstantly showing us how

many customers are waiting and how long for

Overtimeavailable

Launch of Contact Help App

(CHA)

Hello Sainsburys!Get ready for plenty of

fun as we join forces with Sainsbury’s

BE THE

2017 Launch eventKicking off 2017

in style with a fresh Big Difference event

Awards night!A glitzy night to remember as we celebrate peak’s top

performers

Are you ready to make the kinds of changes that make a Big Difference to our customers?This roadmap shows exactly how we’re going to make a Big Difference to our customers, during peak period and way beyond.

Take a look at each bubble and start planning for what each part of the Big Difference could mean for you, your team and your customers.

BlackFriday

CyberMonday

Active Manager ProgrammeA great opportunity for managers to find out what kind of leader they

are, and how to help their teams become top achievers.

Mary Goberroll out

HalloweenWeek

PromotionalActivity

Bonfire Night Week

Christmas

Reward & RecognitionFantastic competitions with

loads of BIG prizes



Launch week


Knowledge week

d

i

f

f

e

r

e

n

c

e

?

difference?

can you make the

I’ve changed my mind and want to cancel

I haven’t

received

my order

confirmation

I have a question about a promotion

solu

tion

solu

tion

1

Axim porendis et

faceatet que este

nullationem nos dit

aut postibus, quam,

te inis inti di doluptae

veriamus aspe rest

latus es sinc tem

periorum doluptat ea

quas nisa maxim

um.

I’m not happy

with the

quality of

my item

My item isn’t working

One of the ways we can

make a Big Difference to

our customers is to answer

their questions and queries in

the first call, rather than passing them

on. Use these cards to see if you could

help each of these customers first time.

How it works

Put all the question and solution cards

face-up on the table in front of you.

Start the tim

er

Turn the question cards over one at a

time and match them with either the

right solution, OR the question you’d

need to ask to get to a solution.

When you’ve paired each of them, stop

the timer and record your tim

e on our

xx to see if you get a winning time.

Against

the clock

1

2

3

4

I don’t know when my

delivery is coming

?

The item isn’t what I wanted

My del

iver

y

didn’t

arriv

e

I hav

en’t

rece

ived

the

cheq

ue/

vouc

hers

I

was

pro

mis

ed

I haven’t

received my

refund yet

£


Action week


Digital week


INCREASED BOOKING AT POINT OF SALE 8-10% – reducing the number of calls you have to make to book deliveries

FAST TRACK DELIVERY AUTO REBOOKING – automatically rebooks a failed delivery = prevention of calls

REDUCED BROKEN PROMISE BY 40% – reducing the number of customers having to be called and rebooked

YOUR ACCOUNT – adding the option to book, rebook and amend your order and delivery date

YOUR ACCOUNT – including all channels e.g. store and CMC placed orders

MORE CONVENIENT COLLECTION POINTS – including one in Acton Gate Customer Management Centre

CONTINUE TO IMPROVE and increase the number of post-order notifications

REDUCE THE NUMBER OF STUCK ORDERS – making sure the order progresses and is delivered without an issue

REDUCE NUMBER OF MISSING ORDERS AND NONE RESPONSE ORDER – so making sure all the orders make it when placed

INCREASE ORDERS BOOKED AT POINT OF SALE – reducing the need for us to call and book

REDUCE THE NUMBER OF ORDERS having to be raised as 500 orders

CONTINUE TO IMPROVE STERLING PERFORMANCE – making it faster

BE THE

Here’s what we’re doing to improve the everyday experiences of both our advisors and customers...

107 Defects still to be fixed

adding options adding options to your account

75 Defects fixed over 10 Release packs 75 Defects fixed

business as usualbusiness as usualbusiness as usual

Remaining defects will be progressed through continuing service pack releases

222

111

futurefuturefuture333

CURRENTCURRENTCURRENT

RESEARCH & DEVELOPMENTRESEARCH &

DEVELOPMENTRESEARCH &

DEVELOPMENT

/ Share the results

2% increasein year on year sales

Calls per orderdecreased

33%

71% team leadersconfident delivering the big difference

38,000 calls

10,000 chats

98% calls answered

(less than 20seconds)

NPS +20 Black Friday Results

/ Share the results

“I enjoyed thelaunch event - thought

all the campaign material was great. The weekly games were great for

getting the teams engaged with each week.”

CMC Manager

“I feel that thiscampaign has had all

colleagues involved andfeels like we are all beinglistened to and is nice thatwe have a place to put our

ideas forward.”

CMC Colleague

/ Share the results

“ In an environment where many of our competitors are announcing flat or negative growth for the quarter, I cannot think of a better way to demonstrate the value we’re bringing to the group”John Rogers CEO, Sainsbury’s Argos

Q3 Total Sales

Up 4%

Sales through service target at

nearly 60% already

/ Refresh and keep going

/ Driving change at Argos Contact Centres

Thank you

Impressed?

driving change at argos contact centres › uploads › events_attachments › ... · your account...

Documents