Improving efficiency at self-checkouts

Article by Martyn Jones | 27th May 2020

Self-checkouts are experiencing a global upsurge in use. Customers prefer the freedom and speed of unmanned tills; 50% use this option more regularly than manned tills. At VoCoVo, we’re interested in how we can make this experience more efficient and adaptable to changing health requirements.

The need for social distancing presents a challenge. Colleagues are hesitant to work in constant contact with customers, and customers want their shopping experience to be as quick and safe as possible. Self-checkouts can be used safely by customers if precautions are taken. Some stores are already innovating to make self-checkouts even safer for customers with the use of mobile devices or free sanitising wipes.

So it’s no surprise that self-checkout usage is growing, driven by customer demand: studies show that 70% of customers now prefer a ‘scan and go’ approach to shopping. When asked which aspects of the shopping experience they most valued, 83% of users cited a quick and easy checkout.

However, the efficiency of self-checkouts could be improved. Whether it is to check pricing, weight or age, roughly 25% of all self-checkout transactions need colleague intervention. In a busy store, this stretches colleagues further and means customers may wait for assistance.

If a quarter of customers require physical assistance, it’s a strain on manpower and a challenge to maintaining safe distances between customers and colleagues.  VoCoVo is developing an innovative new way of using self-checkout. Our solution will integrate headsets with checkouts, enabling remote authorisation to solve queries.

Remote SCO – on offer Autumn 2020. Click here to register your interest

Our new headset technology will allow for a significant saving in man-hours and improve physical distancing measures in self-checkout settings. The solution, available Autumn 2020, will have two key benefits for our customers:

Direct notifications and customer talk

This will allow direct communication between colleague and customer through an in-built call point on the checkout. Alerts will notify colleagues via their headset who then follow up with the customer directly. This enables one colleague to manage multiple checkouts, provide instant customer notification and instant customer service at the checkout.

Integration with checkout

With an integrated microphone and speakers in the self-checkout devices, our solution will raise customer queries efficiently. This will notify colleagues through their headset and enable colleagues to verify and authorise through a voice command. This functionality will dramatically improve efficiency by removing the need for colleagues to physically visit each till.

Our new technology will improve the way we use self-checkout. This integration will allow verification without physically putting colleagues at risk, and enable colleagues to remotely manage multiple self-checkouts.

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