RS Components (RS) is one of the leading global distributors of electronics and maintenance products for engineers. With operations in 32 countries, RS offers more than 500,000 products through the internet, catalogues and at trade counters to over one million customers, shipping more than 44,000 parcels a day. The company’s products, sourced from 2,500 leading suppliers, include electronic components, electrical, automation and control, and test and measurement equipment, and engineering tools and consumables.
With its customer services team of 104 agents based in Corby, Northamptonshire, handling all the customer enquiries for UK, the company deployed Aspect Software’s Workforce Management (Aspect WFM) solution to help deliver enhanced customer service. Within the centre, however, there was only one employee who was trying to maximise the full benefits that the software could provide. Many of the features were going unused, meaning RS customers were not getting the best service that they potentially could have been.
Customers were having difficulty reaching the right person within a short amount of time and many of the processes in place were longwinded and confusing. RS Components, on consultation with Aspect, discovered that there were features of the software that they were not using that could improve the overall customer experience.
In order to deliver a more comprehensive customer engagement solution, RS Components looked to fully leverage the capabilities of its existing WFM solution. Seeing the value of Aspect WFM, savings were reinvested to expand the planning team to four. The company sent four of its staff on a workforce management qualification course to understand how a wider customer engagement solution would benefit the organisation. In addition, the four staff members were given comprehensive training on the Aspect system already in place. By providing the team with a complete understanding of the scope of the Aspect software, the team were able to understand how best to leverage the existing tools and deliver them against RS Components’ overall business strategy.
The team, now fully certified both through the external qualification and through Aspect’s own training, were able to help deliver the customer engagement strategy that the company had been after in order to deliver greater customer experience to its customers.
After the team received their qualifications and training from the Aspect team on the true benefits of its WFM solution, RS Components was able to leverage the maximum benefit. The four trained staff members were able to train their own staff internally to ensure that the UK contact centre staff were able to bring the full solution to deliver a better experience for its customers.
Some of the key results that were found following the comprehensive training include:
• 26 external numbers reduced to 8
• 104 agents working 46 shift patterns, reduced to 13
• 7 workstreams delivering transformational change within UK Customer Services
• One customer contact number to direct all calls
• NPS for product advice via telephone from 40 to 88
• Demand reduced by 4,000 average calls per week (22 per cent)
• Chats up 105 per cent, wait time down 80 per cent
• Email SLA from 78 per cent to 92 per cent
• Agents can shift swap, holiday book and more with Aspect
• Saving of £105,000 of additional investment per quarter
By fully leveraging Aspect WFM, RS Components delivered a range of benefits to help its customers to independently source and solve their issues without the need to call the customer contact centre. Those that did were able to get in touch with a contact centre representative with relative ease, in comparison to when Aspect WFM was not being exploited.
RS Components has integrated Aspect WFM into its own proprietary virtual assistant software, Live Person. This integration enables employees to plan, schedule and track meetings, track customer performance and improve.