Sears Case Study
Ten Week Teleservice Turnaround
10,000 calls per day made easier for one of
the largest retailers in North America
The Customer
Sears Home Services Teleservice Outbound operation, based in Texas, is the first of 13 separate departments to undergo a customer experience transformation affecting 6,000 users across multiple inbound, outbound, and back office customer interaction channels. This case-study focuses on the first delivery to Sears in the Home Services Outbound operation, which is staffed by approximately 100 agents responsible for scheduling, and rescheduling, service and repair calls for Sears’ customers.
The Challenge
The desktop application that the Outbound Teleservice team were operating did not provide agents with a single view of customer, contact, and case history. The user interface was not intuitive, and the application failed to provide agents with the detailed information they required to complete customer interactions efficiently. Agents had to navigate between several legacy applications, which led to an inconsistent customer experience as the effectiveness of the interaction was reliant on the knowledge of the agent rather than the intuitiveness of the system.
The Solution
The Sword Ciboodle intelligent desktop provides agents with an intuitive and comprehensive interface that eradicates the inefficient use of multiple systems. Sword Ciboodle replaced Sears’ former desktop applications and integrated with the Avaya Mosaix Dialer, mainframe applications via MQ, core mainframe customer view web service call, and Fed-Ex/UPS parcel tracking web services.
The Results
Ten weeks after the Sword Ciboodle team began to whiteboard ideas and process models, the Teleservice Outbound project was live and operational in the contact center. And within only 8 weeks of going live, Sears recorded a reduction in average call handling time by 13 seconds.
Sears Teleservice Outbound operation now has a reliable, integrated application that provides a comprehensive single customer view. The successful completion of this first phase marks the beginning of a huge program of work that will enable Sears to enhance their overall customer experience.
Benefits
- Value delivered 8 weeks post go-live
- 14% reduction in idle time
- 10% increase in agent connects per hour
- 9% reduction in overall agent call handle time
- 13% reduction in talk time
Solution Highlights
- Users: 100 users in teleservice outbound, 6000 users overall
- Channels: outbound telephony
- Processes include: outbound campaign, product holding overview and detail, integrated product shipping tracking, service order history, Sears and third party service order management, flexible scripting
- Integration: Avaya Mosaix Dialer,