Case Study: Home Retail Group achieves proactive customer contact and improved satisfaction with VoiceSage

Home Retail Group Reaps the Rewards of a New Approach to Customer Contact

Home Retail Group, the UK retailer behind Argos, Homebase and Habitat, needed a better way to handle high volumes of routine delivery and order queries while reducing pressure on its contact centres. With 10 million inbound calls a year and limited agent time, the company turned to VoiceSage’s hosted interactive voice messaging (IVM) and SMS solutions to make customer contact more proactive and efficient.

VoiceSage implemented automated outbound voice and text campaigns across Home Retail Group’s operations, starting with delivery confirmations and expanding to delay alerts and two-hour delivery window notifications. The results were significant: the group matched dialler productivity within four weeks, cut telephony costs as 60% of contacts moved to SMS, reached 100% of customers during severe snow disruption, and could issue more than 85,000 messages in a week while answering 90% of incoming calls.

Home Retail Group

Mark Fox

Real-Time Manager