The Body Shop want to be best in class across all markets in which they operate. They want to offer a service that surprises and delights customers and wanted to create a plan specifically around the contact model that achieves this ambition through their outsourced partner.

• The Body Shop have been through significant changes and have a desire to offer a unique customer experience across all contact channels which they felt they could improve on.
• An objective review of the contact centre was required with the aim of developing a plan to drive engagement and support market growth.

• A full review of the contact operating model and how this aligns to the wider business through detailed stakeholder interviews, data review and interactive team workshops, to determine a roadmap of priorities, and solutions to better meet customer needs.
• Creation of personas for the contact centre colleagues, to aid channel development and decision making in the wider business.

• Development of a business benefits case showing opportunities to reduce cost to serve and reinvest in technology – to meet an innovative, digital ‘future state’ journey.
• Specific support provided for technology solutions to ensure that development met the needs of users (customers and colleagues).