Telco connects with retail store experience improvement

A global telecoms group had identified significant variance in retail sales across many of its operating companies. The offer was inconsistent and best practices not being followed across the group. The engagement was to make an in-depth analysis of the Irish, Spanish and UK operations to define an improved go-to-market model particularly for the high end private individual and SME sectors.

what we achieved and outcomes

Telco connects with retail store experience improvement


· Identified underlying reasons for loss of additional revenue

· Unlocked key retail space for more effective sales

· Recommended a change in contact centre process to better serve valuable customer segments


· Created capacity to generate in excess of £25m additional revenue

· Reduced wasted store space by average 3% across in-scope operating companies

· Improved European contact centre efficiency by 1.5% as a result of these initiatives

Capacity Creation




revenue gain


Our View

The variance between countries was identified and used to spread best practice, with tangible benefits.

Vectris client team

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