With the centralization of support across multiple brands, Wolseley was aware of the need to retain specialist knowledge of over 200,000 product SKUs
With the centralization of support across multiple brands, Wolseley was aware of the need to retain specialist knowledge of over 200,000 product SKUs
12 PagesBEST USE OF INNOVATION IN CUSTOMER ENGAGEMENT Case study “More than anything, we wanted to improve the level of knowledge among our agents by sharing the wealth of best practice and experience that had built up within the team over the years.” Customer Support Centre Manager Wolseley Sector: Construction Implementation: Contact centre Making it easier for our customers to do business with us. Headquarters Betjeman House 104 Hills Road Cambridge CB2 1LQ UK T el: +44 1223 488 700 Fax: +44 1223 488 701 www.transversal.comNOW 98% First Call Resolution Customer Satisfaction Net Promoter Score 32% increase 20% increase was 66 Employee engagement Advisor knowledge score Inbound call volume NOW 74% 37% increase 6% increase Reduced calls resulted in increased revenue of c£2m per mon
