IT’S GOOD TO TALKFebruary 1st, 2021
We have taken further steps to enhance the customer experience in our branches by introducing the widespread use of headsets for colleagues.
We have carried out a successful pilot in six branches – Walthamstow, Reading, Kingston, Orpington, Tyseley and Croydon – and will now introduce them across all 69 stores.
The trials found the headsets, provided by retail communication specialists VoCoVo, enabled customer queries to be answered instantly, producing substantial time savings each day.
We will use an average of 30 lightweight wireless voice-command headsets per branch.
Ian Kennedy, operations director, said: “In the trials using the VoCoVo headsets, colleagues have felt safer, more efficient and better connected to the team, while there is no doubt it has also improved our ability to deliver premium customer service.
“Our colleagues wearing the devices are able to easily communicate at the push of a button and the headsets are lightweight, durable, comfortable to wear and easy to clean.”
Martyn Jones, director at VoCoVo, said: “It’s great to see another rapidly growing national retailer enhancing its in-store operations and customer service through two-way instant communication technology that will vastly improve the experience for customers and colleagues alike.”