Case Study – Creating clarity for workers

We have recently been working with a large supplier of appliances to consumers.  

The task was to map the processes of the call centre to improve the customer experience and ensuring the staff knew what was expected of them and how their performance would be managed. It was to also assist in training new and existing members of staff providing them with enhanced skills manage customers.

End2end went in and conducted workshops with key stakeholders to get the information from the staff.  

We worked seamlessly with the team to minimise disruption to the normal business operations.   Constant communication with the key stakeholders ensured that the information provided was accurate and up to date.  

From the work that end2end undertook the client was able to reduce their customer wait time for gaining a response post an order from 15 minutes to 1 minute.  

The client was also able to better price match against their competitors as they had a standard process, increasing the sales and meeting revenue targets.  

The client now has clear procedures that can be updated to meet the changing needs of the business to maintain the improved customer  experience.