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Digital Contact Centre Transformation

Background

JLP had optimised as much as they could within their existing contact centre setup – to improve beyond this point they needed to invest in a customer contact centre strategy, data & analytics and technology capabilities.

Their current contact centre capabilities were challenged by:​

  • Limiting technology and data​
  • Operating model inefficiencies
  • Legacy architecture​
  • Remote working​

Approach

Retail Reply's worked closely with JLP to develop their customer care transformation strategy and business case to make the next step in customer care experience.​

The business case focused on customer care capability enablement, helping to ensure the business leveraged new tech capability such as automated call routing, text analytics, workforce optimisation etc., to improve customer experience, loyalty, revenue and find opportunity for cost reduction.​

Data & analytics played a significant role in not only informing the right strategy but establishing access to insight for future investments, learning and ongoing improvements.

The Results

JLP now has a data-driven customer care strategy from which a roadmap of workstreams has been initiated and key capabilities prioritised, helping the business redirect low-complexity and non-commercial contacts to more cost-efficient digital channels​. Additionally, it is able to handle high-complexity and commercial contacts within the contact centre with higher cost efficiency and better customer experience, while maximising revenue opportunities​.​