In 2017, the Retail Support Centre re-launched with a clear aim of improving service by simplifying the work we do – to bring the Co-op difference to life. Since then teams across the Retail Support Centre have been listening to stores more than ever, to get to the heart of how we can improve the service we give to stores. More than ever, in the past 12 months the feedback of our store colleagues has been essential in shaping the improvements we have made.
Supporting Store Services
Across store services we have seen some great improvements. We allocated over 5,700 additional hours for Hermes over Christmas – helping stores handle the 250,000 parcels that came through during the festive period. This earned just under £200k in income in December alone. We also got better at communicating this, by sending weekly updates which as a result of feedback from stores will now become a permanent monthly cascade.
We have supported in promoting the benefits of having great availability in scratchcards and stores have responded seeing an increase of 4% across the estate.
In response to great demand from stores & the communities we serve, we installed Costa machines in to 12 stores in December – outside of the acquisition and refit programme – so far generating over £11k in sales, with more stores planned in 2018.
We’ve had some great feedback about improved ATM availability over Christmas, and have supported 12 stores in introducing an ATM to support the community where there has been local bank closures – leading to £12k in commission in Q4!
At the heart of improving service to stores is reducing complexity. Communications is a key area where we have been working hard to simplify. We have reviewed how we communicate, and the Food Internal Comms team and the RSC have been working more closely together to simplify messages to stores as well as stopping ‘Illegal’ messaging. We’ve created a new comms process and shared it with the business to ensure all messages are either planned of agreed before they’re sent to stores.
We have reduced comms messaging to stores by 10%, with an additional 40% reduction in messages sent on Fridays and Saturdays. We have also challenged back to the business around incorrect messages which has helped us reduce the number of ‘apology’ messages by 75%.
We have additional work to do in ensuring quality of submissions from the business to the Comms team and activity is already underway to coach and support colleagues across the business to improve how we communicate. Going in to 2018, the comms team will be collaborating with Colleague Insight team to carry out a full review of a store inbox to see what they receive in a week and from who, to look at more ways we can reduce the volume of comms stores receive.
Better Operational Service
On the OSS desk, call volumes have decreased by a massive 20% in 2017 from 208,000 to 166,000, with the launch of ‘How Do I’ playing an important role in ensuring colleagues have the information they need when they need it. Additionally we are getting better at answering the phone quickly, with 70 % of calls now being answered in under 30 seconds, and we’ve had some great feedback from stores:
“I love the email function to OSS”
“The improvement in OSS in the past 12 months has been unbelievable, from the speed they answer calls to the knowledge of the operators, which has seen massive improvements”
We’re Listening more than ever
We’ve been listening more, and the Colleague Insight team is building on the work done previously by Listen Act and Fix to develop more ways for us to listen to the colleague voice. We held the first RSC ‘Hackathon’ in October, as well as co-ordinating Store Manager Listening groups. To help give colleagues a forum to share ideas we’ve rebuilt our Intranet page and set up the firstname.lastname@example.org email address, where colleagues can send us ideas on how we can simplify store operations.
We know we have a lot more to do in 2018, and colelague insight and feedback will be at the centre of the way we support stores, improve service and deliver change in 2018. The Colleague Insight team will be building on the groundwork set by Listen, Act and Fix to provide more detailed insights into what matters most to our colleagues, and will be collaborating closely with teams from throughout the Retail Support Centre to ensure colleagues feel supported and that their voice is listened to.