CHALLENGE

To access/map the Contact Center Journey of the salon brand evaluating appointment booking management, staff’s soft skills, etc.

APPROACH

Call Center Surveys of the salon brand across all outlets of Maharashtra and Gujarat

IMPACT
  • New training procedures implemented and soft skills score of the staff increased by 59%
  • Rate of calling the customer back on time improved by 17%
  • Upselling and cross selling of services over call improved Q-o-Q
  • Improved practice of taking feedback on IVR, which further have been found useful for process improvements and increasing overall customer experience
  • Made the product design process much more agile and market focussed