Weight Management Leader

The Client

One of the largest global companies offering weight loss solutions and nutritional advice Weightwatchers is available in 30 plus countries around the world, the client operates through small-scale meetings and online services. They also provide products for purchase both in large supermarket retailers and through their telephone order line.

The Problem

Initially a contact centre was required to handle overflow calls from an in-house team during campaign peaks. Due to a new product launch the client needed an additional contact centre solution implemented quickly. Staff needed to understand the product in fine detail and be able to represent the brand to the highest level. The client needed staff to handle calls and e-mails as well as handling an in-depth relationship with patients calling on referral from the NHS. The main concern was retaining the consistency of the brand whilst taking all first level contact from a small in house team to a larger contact centre.

The Solution

RSVP have been working with the client for over 8 years, taking over the majority of work in 2007. Since then we have acted as a ‘Benchmark for Contact Centre Implementation’ by the client worldwide and featured positively in Marketing Week in January 2008 following a Mystery Shopper exercise.

The Key to success has been understanding the specialised needs of the customer and adapting accordingly. A long serving team and a thorough understanding of the product and its users has ensured that this has been achieved. Operators are trained in stages ensuring that all aspects of the product are understood and they must show excellent call handling skills before continuing past the training stage.

Staff are required to have knowledge of a variety of different systems for this client. RSVP use many of the clients own systems, accessing through a VPN web based platforms. Extensive reporting is provided for calls and e-mails and additional reporting looking at service level agreements and quality assurance ensures that the client is fully aware of all aspects of their customer’s experience.

Our regular contact with their customers, and a good working relationship has enabled RSVP to advise the client on many areas for improvement. RSVP have recently submitted ideas for change in process to enhance the customer experience and improve turnover. Some of these ideas have already been implemented and the others are expected to roll out within the next few months.