![]() ![]() My eyes were aching – and I was only watching, not even trying to read a thing. It was actually difficult for me, at the start, to keep up. Such was the amount of time they flicked through screens. And the unbelievable pain they had to go through when the enquiry was not simple to resolve.Īnd I noticed in their keyboards, how the “Alt” and “Tab” label had disappeared from those keys. I could not believe the amount of effort they had to put, only to reply to a question that had a straightforward answer. I sat down with a few of their agents, watching them deal with customer contacts. ![]() One of them was a web-browser with several tabs open.Īmong the applications were: CRM (home-grown), Commerce (from Oracle), Fraud & Finance (undisclosed), ERP (various home-grown and off-the-shelve), Chat (from Bold), Telephony (from Cisco), CTI (for telephony), Workforce Management (from Verint), Email (MS Outlook), Collaboration (MS Lynch), Knowledgebase (various wikis and MS SharePoint pages), Scanning (MS Document Imaging), and more apps like a Notepad (and all of them also had a physical notepad and pen by their keyboard).Īnd in the web-browser, the various tabs had opened the various Tesco websites (for clothing, wine, groceries, mobile, etc.), Tesco internal portals, Google, and at least 9 different tabs for delivery company pages like Yodel, Hermes, Mojo, DPD, Ceva, Metapack, Middlewich, Click-Spares, FIRA. And in that monitor I counted circa 15 different applications opened. Each one of them had a phone, a headset, a keyboard, a monitor. ![]() I had been in several contact-centres before, but this was the first time I realised how Herculean was the task performed by customer service reps. they were neither being efficient, nor resolving customer’s issues. And despite their high Average Handling Time (AHT) they had a low Customer Satisfaction (CSAT). They were receiving tens of thousands of contacts every day, via phone, email, chat, social media, etc. Of those employees, 2,000 were customer service representatives (aka “agents”) working in those two locations and from home (c. The company turns over more than 60 billion GBP, employs 450,000 people, and (at the time) had almost 20 million Tesco Club Card customers. Tesco is the 3rd-largest retailer in the world. It was almost 10 years ago that I visited a Tesco Customer Engagement Centre in Dundee (Scotland) and another one in Cardiff (Wales). ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |