Retail Call Handling Process – Case Study

Knowledge Management System Delivers Call Centre Efficiencies to Online Retailer Shop Direct

Shop Direct use UK Call Centre’s in Aintree, Bolton, Cardiff, Sheffield, in addition to South Africa and India, operated by Call Centre specialist Serco. These call Centre’s handle thousands of queries every day from customers – for example in connection with refunds, deliveries, promotional information and credit account queries.

With the only call handling process information captured in Excel, Serco urgently needed a tool that would allow easy configuration and maintenance of the customer service processes spanning many brands and service types (in excess of 1500 different processes).

Learn how they achieved this, enter your details on the right hand side of this page to download our case study: