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Add more Store Operators, reduce customer transfers to call centers.

Status: Tell Us More
by on ‎12-08-2013 12:07 AM

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.  

 

Just a thought. 

Status: Tell Us More
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Comments
by Senior Social Media Specialist Senior Social Media Specialist
on ‎12-09-2013 12:17 PM
Status changed to: Tell Us More
Would anyone else like to see this happen? Remember to vote for an idea if you like it.
by
on ‎12-10-2013 11:34 AM

I agree, it seems redundant to have a call center to answer questions about store products specifically. I can see where corporate would believe this is more profit for them , but it makes it an inconvenicen and could provide the consumer ( such as myself ) incorrect information. I have been in similar issues before as well with regards to calling in if an item was in stock only to find out it wasn't.

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