Mothercare deploys headset communications in-store
Mothercare is deploying a lightweight headset communication system in some of its UK stores as part of a profitability push by the mother and baby goods retailer.
Ben Voce, store manager at Mothercare Westfield Stratford City said: “Undoubtedly it makes the whole in-store customer service experience much more professional and productive.
He continued: “The system probably saves 20 -30 trips a day to and from stockrooms, which works out, on average, as a couple of hours per large store per day, so the savings soon mount up. Significantly reducing unnecessary trips maximises shop floor presence, improves customer service and enhances upsell and cross-sell opportunities.”
The Quail Digital system supplied by Call Systems Technology has been installed in Mothercare’s Peterborough, Warrington, Stoke, Bristol and Stratford stores, with more to follow.
The system comprises cash desk call points and customer call buttons in key areas of the store enabling customers to request help when they need it. At some stores, the system is also being used in car parks, thereby improving the security of staff working in the car-seat fitting bays, and enhancing customer service.
Mothercare said the system has also proved to be theft deterrent. Mark Birnie, store process manager for Mothercare explained: “We were very pleased when the new system helped prevent a £1200 theft from one of our stores. Being able to communicate instantly when a danger or a threat presents is a major improvement over our previous systems.”
