Learning Experiences

Argos ”Sales Through Service” for Live Chat Agents

13% uplift on volume of sales through service

9% increase in CSAT scores for STS Live Chat teams

Overview

Over the past four decades, Argos has grown to be one of Britain’s most well-known retail brand, employing more than 50,000 people in stores, contact centres and offices across the UK. Initially famous for electrical goods, jewellery, toys and homeware, the product range has grown to more than 60,000 items sold online and via 840 stores.

Customers today have immensely high expectations for the retail outlets they frequent. With brand allegiance fading, companies must “wow” their customers by going the extra mile to increase convenience and shopping experience. This was the case when Argos came to Davies Learning Experiences looking for ways to maximise the value in customer conversations over the telephone and web-based live chats. The project focused on using a “Sales through Service” approach when engaging with customers over these channels.

The Approach

With customer advocation and increased sales at the foundation of our solution, we completed a “deep dive” into Argos’ training systems, people and processes. This included: listening to calls, reviewing chat transcripts and running focus groups to understand the cultural views on selling.
Simultaneously, we reviewed the tools and systems that would best support employees to find “natural” ways to suggest alternative products for those that were out of stock and suitable add-on products that would increase basket size.

The Delivery

From this analysis, a two-day interactive Sales training course was developed. The programme was constructed with four half-day modules that could be delivered as two full days of training or divided up as required. The initial delivery was completed by our expert facilitators who engaged the Argos staff with memorable sessions. Davies Learning Experiences worked closely with the Argos internal Learning team to ensure the programme could be sustained and replicated for new joiners. Additional refresher modules were also built to be deployed periodically by Argos.

Our Learning sessions included:

 

The Feedback

Argos employees scored the Davies Learning Experiences training a score of 97.7% on several measures including its structure, relevance and value of practical activities/application. This engaging and memorable learning left Argos delegates feeling confident and inspired to increase sales through even better customer service.

“One of the best training courses I have had from Argos in the twenty years I have worked here!”

Argos Customer Service Specialist.

The Results

Our sales programme had the key aim of helping people create the best customer experience possible. Through detailed analysis, bespoke and thought led design, we were able to achieve the following results:

• 13% uplift on volume of sales through service.
• 9% increase in CSAT score for sales through service live chat teams.
• And an overall learning satisfaction and retention rate of 97.7%.

The results were only the start of the successes for our client: as the learning continued to be embedded and sustained, the results increased further.

Want to find out more?

Chat with Lee!

Lee Russell is the Head of Client Solutions and welcomes you to schedule in a meeting directly into his diary to discuss your learning requirements.

He will also be able to share examples of how we have supported our clients to reach their learning and development goals to help achieve incredible business metrics. Book your 121 meeting below.

The role of innovation in delivering "profitable relevance"
Innovation is an often talked about is skills and behvaiour... but what sits behind the mystery? Why is it important? Whose responsibility is it...
" tabindex="0">
Resilience Vs. Perseverance - Developing people to overcome adversity
Is resilience enough, or do we need to focus more on perseverance? We can just take the pain of a problem and work through it, but what can we do to
Leading a team of individuals – How to get the best out of people from different worlds
The world is increasingly celebrating the individual, whether it is respecting where someone is from, their identity, their preferences or even their
How does mental wellbeing impact performance?
Keith Gait, Leader at the Customer Experience Foundation brings his wealth of CX, leadership and personal experience to lead a powerful discussion on
How to boost your CMeX scores and stay on top
Water organisations have been challenged to keep up with changes in customer behaviour and increased expectations. But what are the best ways to manag
How does the future of learning intersect with CX?
Learning has to adapt to meet the needs of an organisation’s people, but at the same time there is an essential requirement to include the customer
The hidden leadership pandemic!
What did we forget when we were surviving? Leadership! To transform organisations from a surviving state, into one which is thriving – requires a sh
The role of learning in the future of work: Why reskilling is such a hot topic
With today's advances in technology, you have to adapt, change and learn new skills. It isn’t uncommon to change role every few years, and people wh
Is learning & development a cost or an investment?
We need to talk more about how learning can help boost NPS and bottom-line results. Learn how to make your learning & development budget a real in
What can learning & development professionals learn from the world of customer experience?
The CX world is constantly evolving, and the pace of change quickening. What parallels can we draw to internal customers and the world of learning and
DISCOVER MORE