Retail Call Handling Process – Case Study

Shop direct 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:


Web self service users
Learn how our customers are using Knowledge Management Software to improve service and efficiency:
  • Improving productivity and efficiency in a matter of days
  • Gaining access to information quickly and efficiently for daily tasks
  • Sharing information more effectively with Stakeholders in a secure environment
  • Obtaining insights through reporting features from user behaviour for staff and customers alike.

KPS knowledge management software is used as the core solution for enhancing service quality and delivery efficiency in IT Knowledge Management, IT Help Desk Knowledge Management, Help Desk Knowledge Management and Web Self Service Knowledge Management. Regardless of industry sector, knowledge source and format, a KPS knowledge management solution is quick to deploy and easy to maintain. Download our Outsourcing Contact Centre Case Study