Wolseley is the world's largest trade distributor of plumbing and heating products, with over 120 contact centre agents across three sites. The Wolseley Customer Support Centres have evolved over time to not only provide support to the 3,000 employees across 800 stores, but also to customers using three websites. Four inbound teams handle an average of 6,500 enquiries per week, or over 330,000 per year.
In 2014, they began a wide-reaching transformation programme; “If I had to boil our objectives down to one simple concept, it would be to make it easier for our customers to do business with us”.
Wolseley were aware that it was vitally important for them to retain the individually-held, specialist knowledge of what amounted to over 200,000 product SKUs, and to also share this knowledge amongst all of their agents, so they set out to establish a clear set of operational objectives with KPIs including:
- An increase in first call resolution rate
- An increase in agent productivity
- An increase in customer satisfaction
- A reduction in agent training times.
Download the case study now to find out how Wolseley set about meeting these objectives by improving performance across their contact centres with Prescience™, our next-generation cognitive knowledge solution.
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