Sainsburys Call Centre Audio Case Study

 

 

Client: 

 

Sainsbury’s

 

Attributes:

 

• Great Customer Service
• Flexibility
• Quick Delivery
• Single Point of Contact

 

Services:

• Call Centre Audio for Retail Companies
• Audio Marketing
• On-Hold Audio

 

 

The Requirements:

 

Sainsbury’s have a number of different customer contact centres, each supporting one or more of the diverse range of products and services they offer, ranging from groceries to wine, to banking and kitchen appliances.

 

Sainsbury’s started a three-year sales lead recovery programme, called ‘Making Sainsbury’s Great Again’.  With it came the concept of, Try something new today, not only to encourage customers to try more great food ideas, but also to encourage their employees to try new ways of working.

 

As part of this initiative, Andy Benzie, Contact Centres Manager, was looking for a company to provide professional, high-quality audio marketing services to ensure a consistent and on-brand experience for people contacting Sainsbury’s by telephone.

 

 

The Services:

 

Sainsbury’s chose Premier Business Audio (PBA) to create a voice and style, for persona, that matched the refreshed brand image.  PBA work with the music Sainsbury’s use on their television and radio advertisements to build on the powerful brand identity created in those channels.

 

“Unlike TV or radio advertisements which have to be recorded weeks in advance, IVR prompt recordings and in-queue marketing productions are updateable at short notice, whilst still maintaining the brand image,” says Andy Benzie.

 

 

The Results:

 

“PBA provides an excellent service. Our account manager understands our style and requirements, and their flexibility to meet our needs means they are great to work with.  Our recordings are always turned around quickly.”

 

 

Comments:

 

“Historically we used call centre agents to record prompts, which was quick, but did not necessarily make the most of the brand.  And instead of random, on-hold music, customers can hear some great Try something new today tips enhanced with our brand signature music.”