High Street Retailer

The Client

As the UK’s leading Pet Retailer with over 240 stores across the country, Pets at Home sells a wide range of animals and pet products. The company also has a bespoke website service allowing customers to order pet food, products, housing solutions and various accessories for their pets.

The Problem

The client needed a contact centre team to handle all web service queries. This included all telephone activity coming from the web site’s homepage listed number and a 48-hour e-mail response to all e-mails sent through the website’s ‘Contact Us’ section. Key to success was a requirement to understand and operate a number of systems accurately and to be able to quickly interface and liase with multiple courier companies and warehouses. The client would be entrusting the contact centre with powers for full remuneration and accurate guidelines for refunds and replacements had to be developed.

The Solution

RSVP have been working with this client for over two and a half years now. Key to the account’s success is the faith the client has in allowing RSVP agents to have access to full measures to ensure an effective and efficient first contact resolution. The RSVP agents have total control to refund and replace orders and to dispatch couriers to make deliveries and collections. This involves handling sensitive financial information and connecting securely to a number of 3rd party systems for logistical analysis and resolution.

The client has particular faith in RSVP agents due to their strong educational background, and is happy to pass this work to RSVP where they had been previously reticent with other contact centres.

RSVP set up a dedicated e-mail handling team to meet the SLA of a 48-hour response, and consistently handle all e-mails within 24 hours of receipt. The e-mail team also work as an escalation platform for phone operators, giving guidance and advice and ensuring any queries that do need to be passed on are forwarded to the right people. In many respects, RSVP acts as the central hub through which all company and 3rd party information is communicated and processed.

RSVP has overseen the launch of the new client website and has developed the measures for accurate reporting and analysis in-house that are now being deployed by the client at its own offices.