To cater for the often spacious layouts of Halfords stores, VoCoVo suggested an advanced setup a level up from the flagship ‘Go’ system. The install comprised of base units for generous, reliable headset coverage, plus one controller unit per store to facilitate Call Points aimed at offering better customer empowerment for maximisation of up-selling and reductions in the number of people leaving empty-handed, without purchases.
The impact of the VoCoVo are clear to see with reports in some stores of a total elimination of tannoy broadcasts that affect the customer experience, while also noticing a significant reduction in weekly losses with increased ability to discreetly detect and prevent theft of commonly targeted, high value items, without putting themselves at risk.
Team interactions have also witnessed significant streamlining effects instead of abandoning customers to consult senior colleagues about a query or request, attendants are able to confer over VoCoVo headset to remain present at the customer’s side and give a near-instant answer.
The domino effect is an informed, connected, more empowered workforce more able to identify and capture upselling opportunities, build trust with customers and maintain vigilance and security, while also better-representing the reliability, competence and authority of the Halfords brand.
“VoCoVo allows us to work on customers’ cars outside, whilst still being fully connected to the rest team. It’s completely changed the way we work.”
Tom James | Store Manager