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...