Loyalty Scheme Operator

The Client

As a large sector-leading high street retailer who also provide a wide variety of business-to-business solutions Argos runs circa 200 loyalty schemes in the UK for their clients' customers or employees. In addition to this the company processes corporate orders and large amounts of Government procurement work. Other areas of operation include insurance schemes, credit cards and foreign language work.

The Problem

The client needed a contact centre team capable of handling a massive variety of work. They needed operators who could use multiple operating systems, retain large amounts of information, and also required that a number of them also speak various foreign languages. Key to success was a requirement that the team have a very low level of staff churn.

The Solution

RSVP have been working with this client for over 10 years now. The very high rate of staff retention (annual churn of under 10%) enables RSVP to carry out work that most other contact centres would struggle to do. The training process for the account is staggered over 3 months before an agent reaches full competency, so key to successful account management is retaining staff and retaining a sound knowledge base.

Agents need to be able to remember large amounts of information and work on numerous systems. Many of these systems are the client's own that RSVP access through a VPN connection. The work is therefore intellectually challenging, which lends itself to RSVP's agents' skill set – more than 75% have a degree level education. In addition, the variety of the calls requires a different approach for every call. Customer demographics are widely spread, from government employees to builders and plumbers, credit card customers to sales representatives. The additional challenge of managing calls from other European countries increases this variety, but RSVP is able to effectively and efficiently handle the work.

Over the course of 10 years RSVP has increased the First Contact Resolution Rate for this client to 97%, in addition to meeting all competitive SLAs required by the client.