SOUTH YORKSHIRE, UK, January 31, 2009
/24-7PressRelease/ -- Leading bathroom, kitchen and heating distributor BCG has gone back to basics and consulted its customers on what direction they would like to see the business going in. The result is that BCG has totally reorganised its contact centre operation to more closely meet customer requirements, offering a more personal service and enabling calls to be directed more effectively. The latest customer service improvements implemented by BCG took effect in January, as a direct result of feedback received via BCG's innovative Partner Forum initiative. Feedback from customers since the changes suggests that the improvements have already made a big difference to the customer experience.
Simon Macklin, Customer Service Director for BCG, said: "Further to the introduction of a new single contact centre in Worcester last year, we have been looking at ways of offering customers a more personal service, whilst retaining the technology and organisational advantages of using a single point of customer contact. The feedback from the previous round of BCG XL Partner Forums before Christmas was clear; customers like doing business with us and are very loyal, however they felt that our contact centre had become a little large and impersonal. In order to address this, we have conducted a root and branch re-organisation of the contact centre to better meet customer demand and expectations."
BCG has created four regionally focused teams for Scotland, North, Midlands, and Wales/South. Under the management of Tim Hutchinson, each team member has been directly assigned to an ASM for that area. In addition, the call routing has been changed to automatically recognise where the customer is calling from (by area code), and route their call directly to the appropriate team.
Menu options have been simplified to direct customers' calls more quickly and effectively. The New Business Team has also been strengthened, allowing a more personalised service for new customer accounts, whilst many key accounts now have designated personal contacts within the contact centre.
Simon Macklin added: "Since the new model went live in early January we have had a tremendous amount of positive feedback. Customers like the fact that they are now more likely to speak with the same people, and are appreciative of the fact that we have re-designed the system to answer their calls as quickly and as effectively as possible."
On average, call answer times are now down to an impressive sub 20 seconds. BCG is pleased with this improvement so far, and will look to further drive down call answer times on an ongoing basis. "Since the new call routing has gone live, we have also noticed an increase in the number of customers using our eServices website to check stock and pricing (some 60% of calls) during peak periods, or at times when the contact centre is closed," concluded Simon Macklin.
BCG is constantly looking at ways of improving service to customers, and amongst projects in the pipeline this year are automatic voice messages to customers to inform them if they are approaching their credit limit; a voice portal to allow customers to carry out stock and pricing enquiries by phone 24 hours a day; and the possibility for more customers to place orders electronically - directly from their own systems using XML/EDI technology.
http://www.bcgxl.co.uk offers real time stock availability providing customers with answers to all their stock queries, at any time of the day. To register free of charge for BCG's E-Services, visit www.bcgxl. Customers with any queries can call the contact centre on 0870 60 60 601.
ENDS
Notes to editors
BCGXL is the new brand name for Broughton Crangrove Galley Matrix. BCGXL is the UK's leading distributor of bathroom, kitchen and heating products servicing independent retailers and merchants. Offering around 36,000 catalogue items from names such as Ideal Standard, Bosch, Neff, Mira, Franke and Worcester including others, ordering is easy and all orders received by 3.30pm each day in most cases will be dispatched for delivery the next working day.
Press enquiries
Jon Gardner, BeyondPR. Direct line 0114 275 6996. Mobile 07930 697773. e-mail: jon.gardner@beyondpr.co.uk
Ref: BCGXL027 - CS improvements Jan 2009
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