NACCM 2010: Ace Care Increases Efficiency without Losing 'Tribal Knowledge' or Personal Touch

Presented by Kalus Buellesbach, NACCM 2010
Helping you is the most important thing we have to do today.

As the world's largest retail cooperative, Ace has 4600 independent stores served by 4,200 direct employees. Their challenge has always been to create a support environment that emphasizes quality while scaling the business.

To that end they implemented the Ace Care Center project, which focused on improving service by utilizing the resources from 85 people in 7 different helpdesks that served retailers, consumers, vendors, and employees. Starting with unifying contact processes and rationalizing service hours, they were then able to improve service levels and drive quality. Since they had little budget, they were able to implement a call recording system using $100 devices from Radio Shack and provide robust agent scorecards using Excel-based tools, using the budget for bonus compensation that rewards agent performance.