Myer: Making waiting worth it

This case study describes the effort of Australian department store Myers to improve its call-centre customer service and decrease phone call abandonment rates with a creative solution to boring hold music.

Myer: Making waiting worth it

Executive Summary

This is a paper about the not so exciting world of call centres.

And how in the context of enormous organisational change, sweating the small stuff matters.

Wonderful Hold Music was a creative solution to a small, unglamorous brief that had a major impact on one of Myer's most significant business problems: customer service.

Abandonment rates from phone calls to Myer's call centre reduced from 40% to 5%.

No new staff, just a simple idea that reframed how people felt about waiting on the phone.

It shows how innovation can transform a...

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