ArvatoConnect

Turning heads with premium customer experiences for a global fast fashion retailer 🛍️ The challenge: As the retailer expanded its online presence and saw a 15-20% year-on-year growth in customer contacts, they needed a partner who could provide seamless, multi-lingual customer service across traditional and digital channels, especially during peak trading periods. 🛍️ Our solution: ArvatoConnect stepped in with a collaborative approach, introducing technology-driven solutions and dedicated multi-skilled teams. We implemented a flexible staffing model and robust training programmes to ensure our agents could scale up quickly and efficiently. 🛍️ The results: - Handled 1.2 million contacts with a 95% answer rate - Increased first contact resolution scores by approximately 10% - Supported online store launches in seven new countries - Achieved 15-20% year-on-year growth for the retailer - Managed over 100,000 orders on Black Friday, with a 97.6% answer rate for online queries - Prepared for the winter sales period by recruiting and training 170 new employees, achieving a 95% answer rate for 350,000 contacts. 🛍️ Further innovations: - Introduced social media, web chat, and WhatsApp channel support - Developed an ‘always on’ live link service for real-time collaboration - Combined CRM and CTI systems to reduce agent handling times by 25% - Our flexible recruitment model ensures we can continue to provide top-tier support, drive customer satisfaction, and help our partners achieve their growth ambitions. We're dedicated to reshaping and reinventing customer experience and business optimisation. Together, we create exceptional experiences for those who matter most. Discover more about our solutions here: https://lnkd.in/ePaZxNGE #Retail #CX #Fashion

📊 The results are in: Staff retention and engagement take the lead We recently conducted a small poll amongst our contact centre network to uncover the biggest challenges they face in 2024. The results are in, and they highlight key areas of concern: 🔹 60% of respondents flagged staff retention and engagement as their biggest challenge 🔹 20% identified maintaining service quality as a significant hurdle. At the centre of our approach is a deep immersion into our clients’ brands. We believe that by aligning closely with your brand values and culture (as well as our own), we can create a more cohesive and engaging environment for our agents. Here’s how we do it: 1. Comprehensive training programmes: Our agents undergo rigorous training tailored specifically to your brand - and beyond. This ensures they are not only well-versed in your products and services, but also embody your brand’s ethos in every interaction. 2. Ongoing support and development: We offer continuous professional development opportunities, promoting a culture of growth and advancement. This keeps our agents motivated and committed to delivering their best performance - as well as the incentive to stick around. 3. Engagement initiatives: We implement various engagement initiatives, from recognition programmes, such as MyRewards, to our employee-led ideas platform, MyCreationStation, to ensure our agents feel valued and part of a supportive community. 4. Focus on well-being: Understanding the pressures of contact centre roles, we prioritise the mental and emotional well-being of our agents, offering resources and support to help them manage stress and maintain a healthy work-life balance - including over 20 trained mental health agents. While addressing staff retention and engagement, we never lose sight of maintaining high service quality. Our comprehensive training, robust support systems, and continuous monitoring ensure that our agents deliver consistent, high-quality service that exceeds your customers’ expectations. Speak to an expert today to see how we can do the same for you: https://hubs.ly/Q02HX3YQ0 #ContactCentre #StaffEngagement #EmployeeRetention

With a new government in power, can we expect to see customer experience issues change - for the better? Together with YouGov, we’ve uncovered the most common #CX issues people have with government bodies: 🗳️ Long hold / queuing times (55%) 🗳️ Difficulty receiving human help (47%) 🗳️ Slow response time to queries (46%) 🗳️ Being redirected round and round in a loop (37%) Read the full blog article to discover how these issues are shaping people’s attitudes to engaging with public sector organisations, and what can be done to address them 👉 https://hubs.li/Q02HdLFG0 #PublicSector #Government

Check out the latest edition of The Connection, showcasing our recent write-up from NelsonHall, on how ArvatoConnect is transforming customer experience in light of the closed book Consumer Duty regulations deadline 📈 Here's what you'll find in our latest edition: 💡 Insights on how we're using GenAI for macro queries to verify compliance and predictive analytics to forecast customer satisfaction. 💡 Highlights of our current CX transformation projects, including GenAI-based dynamic FAQs and auto summarisation of interactions, aiming for a 50% reduction in after-call work and fewer errors. 💡 The broader implications of Consumer Duty principles extending beyond financial services, and how our adaptable framework can cater to various sectors. Whether you're in a regulated industry, or any sector focused on putting the customer first, it's time to take five and see how this could impact you ☕ Check out the full newsletter here 👇 #CustomerExperience #ConsumerDuty #CXTransformation

As we move through 2024 (yes, it's August next month... 😱), call centres and customer service teams are encountering a unique set of challenges that demand innovative solutions and adaptive strategies. 🤯 Increasing customer expectations and complex enquiries, all whilst balancing quick response times 🤯 Well-being and satisfaction of agents, alongside improving morale and developing career opportunities 🤯 Implementing and integrating new and advanced technologies - as well as ensuring staff are adequately trained 🤯 Maintaining a high level of service quality - with sacrificing all of the above. But what do you feel is your biggest challenge of 2024 to date? Comment with your thoughts if your challenge isn't listed 👇  #Operations #CustomerService #EmployeeEngagement

🌟 Beyond the Boardroom: Spotlight on Mike Orlic 🌟 We love to celebrate the unique stories and passions of our incredible team members. This month, we're thrilled to shine the spotlight on Mike Orlic, our Business Development Director, who has made a significant impact since joining us. Meet Mike: Mike hails from Halifax, West Yorkshire, and brings a blend of adventure, enthusiasm, and passion to our team. His journey includes completing a tandem skydive in New Zealand and becoming a PADI qualified diver (neither of which were a requirement for his role at ArvatoConnect, might we add!). He's also a huge fan of Nikola Tesla, inspired by his Serbian roots. Beyond the office: When Mike isn't driving our business forward, he loves spending time with his family, playing golf, and learning from historical, political, and sport documentaries and podcasts. We're excited to see how Mike continues to develop our portfolio and drive our success! #BeyondTheBoardroom #MeetTheTeam #ArvatoLife

Following on from our latest NelsonHall piece on Consumer Duty, we've pulled out our key points of discussion - and what we think firms should be focusing on when adopting these updated guidelines: 🔹 Refocusing businesses around consumers: Helping firms shift their culture to deliver positive consumer outcomes through education, process alignment, and CX technology. 🔹 Educating the market on good customer experience: Assisting companies in understanding and implementing best practices for proactive customer care and supporting vulnerable customers. 🔹 Role of AI in agent augmentation and compliance: Using AI tools for intent-based routing, conversation analytics, and regulatory compliance to enhance CX and efficiency. 🔹 Creating CX services opportunities: Leveraging the new guidelines to offer specialised CX services, training, and continuous improvement. We're committed to helping our clients navigate these changes and enhance their CX strategies. To find out more about our process, read the full article here: https://lnkd.in/eciiZd6c #ConsumerDuty #CX #AI #Compliance

We're thrilled to share our latest collaboration with NelsonHall on the new Consumer Duty guidelines. These guidelines mark a significant step forward in prioritising customer outcomes and ensuring organisations act in their customers' best interests. Our piece delves into how these regulations will reshape consumer interactions and the strategies organisations must adopt to comply effectively 📋 Check out the full article to learn more about the impact and how we're helping businesses navigate these changes 👉 https://lnkd.in/eciiZd6c #ConsumerDuty #CustomerExperience #NelsonHall

Take a look at the latest edition of The Connection to see how we used Intelligent Automation (IA) to save Fremantle hundreds of hours in manual processing 👇👇👇

Transforming Fremantle's financial services with Intelligent Automation (IA) Challenge: Fremantle, one of the world's largest content producers, faced a significant burden on its finance team, tasked with generating numerous monthly, time-critical reports. This workload restricted their ability to focus on strategic, high-value tasks. Solution: Partnering with Fremantle, we designed an end-to-end digital automation solution using ProcessAutomate, powered by SS&C Blue Prism's intelligent automation technology. This virtual workforce mimics human processing for repetitive, labour-intensive tasks, ensuring consistency and accuracy. Results: 🏆 Time reduction: Time spent on producer share reporting slashed by 99% 🏆 Efficiency boost: Hedging analysis time reduced by 82% 🏆 100% accuracy: Error-free, consistently presented reports, reducing review time 🏆 Enhanced employee satisfaction: Finance team members now focus on complex, high-value tasks, improving job satisfaction and work-life balance. This bespoke solution, developed through close collaboration with Fremantle’s finance team, has delivered significant time and cost savings, transforming their financial operations and enabling them to focus on strategic initiatives. We're proud to partner with forward-thinking organisations like Fremantle to drive innovation and efficiency 🌟 Learn more about how we can help your business do the same: https://lnkd.in/eyd-UKSh #IntelligentAutomation #BusinessOptimisation