Retail Contact Centres

Improve customer service and sell more at higher margin

Javelin Group are Europe's leading firm of retail and ecommerce consultants. We work with retailers, cataloguers and distributors to plan, build, and improve their ecommerce fulfilment and contact centre operations. For contact centres, we help our clients in the following ways:

  • In-house vs outsource strategy
    - Outsource selection and implementation
    - In-house set up and transition
  • Improve customer service and quality of interactions
  • Increase productivity and capacity
  • Sell more at higher margin
  • Develop customer friendly self-service
  • Select, design and implement technologies

If you would like to discuss your contact centre requirements,
please email Will Treasure or telephone him on +44 (0)20 7961 3200.

Clients

  • "We engaged Javelin Group to carry out a strategic review of our contact centre operations and technology. They delivered a thorough and detailed view, with qualified benefits, and a good road map for the implementation of the work. The individuals involved brought great knowledge to the team and I'm pleased with the end result."

    Gavin Shetly, Business Systems Manager, Sainsbury's.

    Sainsbury's
  • "Javelin Group perfectly responded to our brief, helped us to understand how well our contact centres are doing, what steps we should take to improve, and how we should deal with the growth of the business. It is a testament to their thoroughness and competence that at their final presentation we had no unanswered questions and a clear focus for next steps."

    Richard Luck, Manager Direct Gifting, eCommerce, Waitrose.

    Waitrose
  • "Javelin Group reviewd our contact centre growth and capacity, and carried out a detailed study to identify 'customer self service' benefits, together with the technology solutions to implement these. The team delivered high quality work and we've been consistently pleased."

    Anthony Moore, Operations Development Director, Tesco.com.

    Tesco