Serco Global Services proactively analyzes the customer buying behavior within the Retail Segment to identify avenues for increasing customer delight in-turn increasing brand loyalty.
Supporting shopping experience across channels…
Our services spans CPG, Retain Chains, Departmental Stores, Online Shopping, & Catalog Shopping segments, where we inculcate client values across voice, email, chat, and social media channels, to ensure customers receive the same level of service irrespective of their shopping method.
Success Story...Reduced customer issues/escalations by 35%
For a Leading Electronics Retail Chain we designed and implemented a solution attuned to their value system, where our team was involved from the beginning of the program to map and design processes workflows that inculcate the clients processes in
a manner that would ensure uniformity across all service channels. We have delivered the client
with year on year cost benefits and have reduced customer issues/escalations by
Servicing at global scale…
Our services are delivered from global centers that are aligned to the customer base, linguistic needs, cultural acclimatization etc. We currently service customers in over 30 languages across service functions including customer acquisition, maintenance, retention and collections.
Success Story....Delivering out of centers in US, Guatemala, UK, Poland,
Dubai, Mauritius, India and Philippines
We have implemented cross industry learnings across all our centers, enabling readiness to set-up Retail operations across geographies within a span of few weeks. Our delivery model encompassing US, Guatemala, UK, Poland, Dubai, Mauritius, India and Philippines are productively utilized for our clients to support their global and regional customer base.
Managing customer lifecycle…
We support our retail clients with services spanning Order Taking, Delivery Tracking, Account Management, Returns Management, Loyalty Management, Complaints & Resolution Management, and Collections; along with Customer Outreach Programs to Recall Products and Increase Awareness of Products/Deals/Loyalty Points.
We also leverage our industry and domain expertise to manage mid-back office functions such as Finance & Accounting, Inventory Management, Stock Reconciliation etc
Success Story....Recoveries of over GBP 20 Million in 6 months
For a Leading Real Estate Retail Client , we handle their Collections Processes , where we have instilled controlled workflows to manage the large portfolio accounts, as we recover debts through customized inbound and outbound programs. These programs are benchmarked and driven by assertive and professional resources who have delivered recoveries of over GBP 20 Million in 6 months.
Trends portray the Retail industry’s need for increasing revenues by venturing into multiple sales channels including phone, email, chat, and social media. While these channels do open up opportunities across customer-bases, Retailers need experienced resources to efficiently target and service these customers through pleasurable interactions, ensuring positive brand imaging.
Customers in this segments are turning towards e-enabled interactions to reach retailers for information, discounts, sales, complaints, returns & recalls, and with the customer base spread across geographies, Retailers need a culturally adaptable partner who understands the customers behaviors to support this segment exceptionally.