VoCoVo connects colleagues, customers, software and hardware through voice-centred technology, increasing the efficiency of customer service across a range of sectors such as retail and wholesale, warehousing and manufacturing, and restaurant and event venues.
Users wear two-way communication headsets that when installed with CallPoints and KeyPads, allow staff to respond to messages and directions (‘till assistance required’ in a retail outlet for example) significantly quicker and much more efficiently than ever before.
The integration of voice-centred technology within the retail sector has resulted in huge financial savings and time efficiencies with the added advantage of a direct positive impact on colleague welfare across brands such as the Co-op.
In 2019 a global supermarket brand approached VoCoVo with the requirement of increasing staff productivity, reducing customer waiting times, improving customer’s shopping experience and growing sales. VoCoVo introduced the Headsets, Callpoints and Keypads in-store to demonstrate how voice-centered technology can be utilized to address those requirements.
The VoCoVo technology was piloted in one of their stores and the benefits were immediately identified – staff could now communicate effortlessly with colleagues without leaving their position saving a huge number of manhours, there was a dramatic improvement in how long it took staff to respond to customer’s requests; and staff were reporting that they felt happier, safer and more of a team now that they could communicate easily and freely to their colleagues.
VoCoVo measured the improved efficiency through the use of pedometers and colleague surveys and the retail giant was so impressed with the system that it rolled out the technology across 300 of its stores.
It reported that in an average store, 389 man hours are saved on completing tasks more efficiently and as a result, £3.7k is saved per annum. Staff also take 185km fewer steps throughout the store allowing them to focus their time on the job in hand. As a result, there was a reported 198% increase in how quickly the staff responded to customer enquiries. There has also been a huge 233% increase in how employees feel that they work better as a team.
Another established retail outlet approached VoCoVo with a number of requirements, one of which was to enable staff to communicate quickly and for them to feel safer. The impact of the VoCoVo voice technology was felt immediately in-store. Colleague feedback indicated they felt safer, more connected and found team communication easier. Queue times decreased, and customer queries were dealt with much more quickly. The data from the proof of concept showed a saving of 3 man hours per store per week and in addition, 100% of staff reported that they felt safe at work, with 84% reporting that they are happy.