One of the best strategies that Best Buy implemented over the past few years was the introduction of the store operator job role. However, more recently this has changed in a sense. You can no longer directly call the store if you do not know the number, becuase individual store hours on individual store pages have been replaced with a call center number. Also, certain options that you press (if you do happen to get a hold of a store's old number) also get you to a call center.
The call centers are an extra hurdle and in my experience this labor would be better used in-store. For instance, I called a store [directly] to verify if they had a computer in stock. I didn't know I had been forwarded to a call center but when she didn't say "thank you for calling Best Buy at XYZ" and instead said "thank you for calling Best Buy" I asked her if she was at the store. She replied no but she could still help and I explained I see the store has the computer and they have 2 of them and I needed them to put their hands on one before I drive all the way over. She puts me on hold while she "gets in touch with the store." And almost 15 minutes later they don't have it. It would seem to me like it would be more advantageous to schedule more labor in-store around the S.O. role than have a call center S.O. do what I could (and was trying to) eaisly do and then play telephone (no pun intended) with me. This would result in reduced hold times and increased revenue and productivity around this position as well.