In the last few years, supply chain disruptions have been a huge problem for the UK retail sector. Driven by extreme weather, the global pandemic and of course, Brexit, this turmoil has had a ripple effect on contact centres. These disruptions have impacted everything from product availability to delivery timelines, which directly affects customer service quality. McKinsey has forecasted that by 2030, extreme weather events could threaten $65 billion worth of apparel exports, highlighting the urgent need for resilient supply chains.

Brexit has introduced several complications into the supply chain landscape. Customs delays have become more frequent due to new checks, resulting in longer lead times and potential stockouts. Additionally, tariffs and customs duties have increased the cost of goods, which can lead to price hikes and further stock shortages. The introduction of new regulations has added administrative burdens for retailers, complicating supply chain management even further.

Supply chains and customer service delivery are, of course, intricately linked. It comes as no surprise then that persistent disruptions lead to several challenges for today’s contact centres.

The first major issue is the increase in call volumes as customers reach out to enquire about delays or problems with their orders. This surge in enquiries often overwhelms contact centre staff, leading to longer wait times and heightened customer frustration. Agents may also struggle with information gaps, as up-to-date details on supply chain issues are not always readily available, making it difficult to provide accurate responses. Furthermore, the stress of handling a high volume of customer complaints can lead to burnout among agents, impacting overall service quality. Mishandling these interactions can also pose risks to a brand’s reputation, making it crucial for contact centres to manage customer expectations effectively.

The fallout from these mounting challenges can add up to significant costs for businesses. However, implementing the right strategies and solutions can help mitigate the impact of supply chain constraints on customer service in general—and the contact centre in particular.

Enhanced communication: Effective communication is essential during disruptions. Contact centres should integrate with supply chain systems to ensure access to real-time data, allowing agents to provide accurate updates to customers. Regular briefings from supply chain teams can help keep agents informed about the latest developments and expected resolution times.

Scalable WFM: Managing increased call volumes requires scalable solutions. Flexible staffing models, such as utilising temporary or part-time staff during peak times, can help. Cross-training employees to handle a variety of issues and implementing automation through AI-driven chatbots and self-service options can manage routine inquiries and alleviate the burden on human agents.

Supportive environment for Agents: Maintaining a supportive environment is crucial. Providing resources for mental health and stress management can mitigate burnout, while regular feedback and recognition can boost morale. Investing in ongoing training ensures that agents are well-equipped to handle complex situations and adapt to changing circumstances.

Proactive customer communication: Proactive communication helps mitigate the impact of disruptions. Informing customers in advance about potential delays or issues and clearly communicating policies regarding returns, refunds, and delays helps set accurate expectations and prevent frustration.

Leveraging advanced data analytics: Advanced data analytics can play a crucial role in foreseeing and counteracting potential risks. Predictive analytics allows contact centres to forecast call volumes and adjust staffing levels accordingly. Risk assessment models help develop contingency plans for various potential disruptions. Real-time monitoring of key metrics enables rapid response to emerging issues, and analysing customer sentiment provides insights into growing concerns, allowing contact centres to address problems before they escalate.

Calabrio offers several solutions to support retail organisations in navigating these complexities. Our intuitive WEM solutions help with accurate forecasting and staffing, ensuring that contact centres are prepared to handle peak periods effectively. Real-time analytics from Calabrio provide valuable insights into customer interactions, allowing for prompt issue resolution. Our quality management tools monitor and improve service quality, while enhanced agent engagement features support performance and morale.

As supply chain disruptions, including those from Brexit and extreme weather, become more common, UK retailers must adapt. By implementing strategic measures and leveraging Calabrio’s advanced tools, contact centres can manage these challenges effectively and continue to deliver exceptional customer service. To find out more, book a custom Calabrio ONE demo today.