Markets > Retail
The UK retail market is set to increase in size by 15% over the next five years, taking its value to just over £312bn (UK Retail Futures 2011: Sector Summary, Datamonitor). However this represents a slowing down of annual growth and with operating costs and the cost of credit set to rise, the retail sector faces challenging times.
As a result, whether it’s headcount cuts, outsourcing or in-sourcing, retailers are shaking up their contact centres in line with the changing face of home shopping.
Diminishing loyalty and escalating expectations among consumers mean that for retailers to prosper they must create longer term relationships with their customers and generate greater revenues as a result.
The Listening Company focus on optimising lower cost channels and reducing the cost to serve by reducing the dependency on the voice channel. Automating commodity calls – for instance, text messaging customers with delivery dates – can allow the customer services team to focus on the genuinely complicated issues.
From our award winning multi-channel contact centre operations, we provide a range of services to clients in the Retail sector.
- Multi-channel Customer Service
- Self Serve Sales Support via web chat
- Complaint Management
- Customer Insight
