Case Study: Spectrum Brands – Customer Service
Spectrum Brands Pet Care approached First Call Helpdesk in 2021. They were concerned at the level of care their customers were receiving from an offshore Company. Spectrum Brands Pet Care is a brand leader in pet food, treats and accessories in the UK and really wanted a company who could offer a more personal experience to their customers. The communications would be by email and phone, and the solution would be to make decisions on refunds replacement parts and general advice regarding their products including feeling guidelines for cats, dogs and fish.
Solution
Following a strategy meeting with Spectrum’s management team, a plan was mapped out to determine the types of queries we would be handling along with what reporting would be required at the end of each month.
Training sessions were scheduled where key team members were involved, and a key point of contact was assigned by Frist call Helpdesk and Spectrum brands so that any issues not covered could easily be ironed out.
Using First Call Helpdesk experience in Consumer outsourcing, Spectrum were guided as to what was required to deliver a first-class service to Spectrums customers. As part of the onboarding process this also included processes being made and articles being created to help aid and assist the team of agents.
Spectrum agreed that the best approach would be a shared team of agents would cover the phones and emails between the hours of 9am to 17:30 Monday to Friday as this reflected their own operating hours.
Result
From day 1 First Call Helpdesk were able to help and assist Customers with their enquires by utilising the FAQ’s technology build within our system. Handling over 300 phone calls per month and 1500 new emails per month, Spectrum saw a real improvement in customer satisfaction.
Over the past few months, we have looked at ways that we can continually improve the service we deliver by implementing a CSAT survey after each call has ended and each email resolved.
By using First Call Helpdesk, Spectrum have been able to look at outsourcing other brands within their business, and with the flexible cost per ticket solution it was an easy add on to the services we already provided.
