An engaged and empowered call centre team who can better serve customers and simultaneously gather insightful data for the business.

In addition to significant anecdotal feedback, the team hit 87% first-call resolution (industry standard is 70-75%) after 6 months.

A model that works across multiple channels and languages including a ‘tone of voice’ guide that ensures brand consistency.

Frontline teams are now better equipped to deal with specific situations and are encouraged to let their own personalities shine through to build stronger relationships while remaining aligned with the brand.

Customer satisfaction reached 94% after 3 months.

A ‘voice of guest’ programme that puts the customer in the boardroom.

By capturing valuable qualitative and quantitative data, the call centre is now able help the business make commercial decisions using real consumer insight.

The programme has helped the senior leadership teams make more informed decisions in all areas of the business, including product development, and to pinpoint opportunities to reduce costs, grow the brand, and increase sales.

A simple, easy-to-follow framework that allows frontline teams to deliver an exceptional, branded retail experience for every client in any store.

Retailer’s new ‘brand bible’ sets out expectations of delivery in all service areas from sales approach to gift wrapping and beyond – and provides an authoritative one-stop-shop for answers for full-timers to freelancers.

Coaching tools for managers include a launch pack complete with interchangeable slides and scripts to create customised introductions of the framework for different audiences, from frontline staff to the executive board.

A new standard of service, recruitment and training designed to engage employees in 100+ stores across Europe and North America.

With a global Blue Sky conference a new cultural vision was defined, and then rolled out across the retailer’s entire network.

The UK stores were later ranked in the top five highest-rated high street shops by consumer champion Which?

Moved from in-house customer service to a blended solution with outsourcer, resulting in increased efficiency, reduced cost and risk, and improved service quality.

This included team restructures, a complete review of all end-to-end processes, multiple stakeholder management, collaboration with developers to deliver bespoke customer relationship management (CRM) software, and defining the ‘brand voice’ within Europe.

Customer journey mapping and workflows defined and used to create new processes plus a knowledge base for agents and clients.

New training processes and content (brand, product, soft skills and technical skills) devised and implemented, including ‘train the trainer’.

Resource management, including team structure, development of roles, recruitment, and individual and team development.

Delivered first-call resolution at 90% (industry standard 70-75%), in the first half year operating at 288% actual vs. forecast

New communications infrastructure built to strengthen relationships across departments, geographical regions and third parties.

All employees now have the information required to handle customer, legal and public relations queries accurately, effectively and efficiently, plus the ability to collaborate and share information where necessary.