18 July 2016
Wolseley UK is organised into several trading brands and provides a daily delivery service to almost 800 retail outlets from its distribution centres.
Wolseley UK is said to be the world’s largest trade distributor of plumbing and heating products.
The company ships around 6.2 million products a day to almost 800 branches from four regional distribution centres, which are all backed by a national centre at Royal Leamington Spa which is where it is headquartered.
Wolseley has more than 90 agents that handle in excess of 60,000 calls per month across its three customer support centres in Ripon, Milton Keynes and Worcester. As a result of continued business growth and an increase in the number of calls to these centres, the firm was looking for an easy-to-use voice and data recording solution.
Its aim was to improve customer satisfaction by enabling management to monitor the quality of incoming calls. It also wanted a recording solution that could enable it to analyse agent performance, and create tailored training programmes.
After seeking specialist advice, Wolseley deployed Red Box’s Quantify Recording Suite voice and data recording platform across the three contact centres.
After using Red Box’s system for three months, it’s claimed many customer support teams witnessed a 10 per cent increase in call quality.
According to the vendor, Quantify integrates “seamlessly” with Cisco Call Manager, the call control platform deployed by Wolseley. Red Box adds that its team of experts ensured the platform was efficiently installed across each location and with zero downtime.
The new system has a built-in Search and Replay application which gives Wolseley the capability to replay any recorded conversation for training purposes and to protect colleagues from abuse and threats.
The company has also deployed Quantify QM to gain greater insight into the performance of its support centre agents.
Its management team is using the application to randomly sample recordings for assessment so that they can appraise and rate agents using customisable scorecards in a variety of areas.
These include: how customer calls are answered and dealt with; how quickly issues are resolved; and first contact resolution. This is helping supervisors to document agent performance and identify training requirements.
According to Red Box, in the first three months following the implementation of its solution, many of Wolseley’s customer support teams witnessed a 10 per cent overall increase in call quality against internal benchmarks.
Alison Goodwin, customer support centre manager for Wolseley UK, said: “We expect this to grow further as we drive improvements on the back of call recording.”
