Case Study: Ideal Shopping Direct achieves a 30-point CX score increase with ForeSee Voice of Customer solutions

ForeSee Helps Ideal Shopping Direct Dial-In to Voice of Customer

Ideal Shopping Direct, a leading UK home shopping retailer, needed a better way to understand and improve the customer experience on its telephone order line, especially across its India-based contact center. Before working with ForeSee, the company was measuring agent performance internally but lacked direct Voice of Customer insight into what shoppers wanted and what was driving satisfaction and sales.

ForeSee provided CX measurement and analytics that let Ideal Shopping Direct collect post-call feedback on factors like agent professionalism, queue times, and accessibility. Using ForeSee, the retailer fixed IVR-to-agent disconnects, improved staffing, refined upsell offers, and used customer feedback to coach agents and resolve issues. The results included a 30-point increase in the contact center CX score over two years, virtually eliminated complaints, a drop in average call time from seven minutes to four, an 11% year-over-year reduction in callback returns, and increases in average order value and order frequency.

Ideal Shopping Direct

Vince Quarizzo

Customer Service Manager