Cover HRGHome Retail Group, one of the UK's largest retailers, has implemented a next generation technology platform for the Group's 'Contact Centre of the Future' programme.

Home Retail Group operates one of the UK's largest customer contact operations for its major retail brands including Argos, Homebase and Habitat. Working with Sabio, this major contact centre transformation project is set to unlock significant operational savings through the deployment of an integrated suite of technology solutions from vendors including Avaya, Verint, Nuance and Conversocial.

Operational Challenge

Home Retail Group's provision of new services and additional product ranges had driven increased customer contact complexity that the Group's contact centres were struggling to manage. In particular with customer resolution issues accounting for some 82% of overall call volumes. Home Retail Group had a fragmented contact centre technology system and needed to develop and deploy a 'Contact Centre of the Future' to help address its service challenges. The retailer selected proven contact centre specialist Sabio as its technology partner to help enable and deliver the technology element of its major 'Contact Centre of the Future' project transformation.

Sabio Solution

Bringing together core technologies from vendors such as Avaya, Verint, Nuance and Conversocial – as well as its own specialist applications, Sabio is working closely with Home Retail Group's Customer Services team to create a comprehensive platform for the Group's 'Contact Centre of the Future' that features best practice technology components, backed by Sabio's comprehensive Support services. Adopting a phased deployment approach, Sabio is working with Home Retail Group to unlock a series of incremental improvements over the initiative's 5-year timetable.

Results Delivered

  • Deploying next generation Avaya infrastructure to support Home Retail Group's 1,700 operational staff across five key contact centre locations
  • Automating simpler customer activities through the use of Interactive Voice Response (IVR)-enabled self-service and online technologies
  • Improving first time resolution by empowering advisers with the right information
  • Providing a more flexible resource model through the application of best practice Verint Workforce Optimisation technologies

 

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