RXP Article
RXP WINS CONTRACT WITH BRITVIC SOFT DRINKS TO DEVELOP CONTACT CENTRE CAPABILITIES
Press release
Datchet, 5 March 2007
RXPerience Limited today announces a major contract win to provide consultancy to Britvic Soft Drinks to help develop the telesales and telemarketing capability of the contact centre in Solihull, West Midlands. In a three-month contract worth over £100,000 RXP will work with Britvic to help improve the efficiency and effectiveness of the sales and marketing activities within the existing contact centre.
The role of the contact centre within Britvic
With great brands like Robinsons, Tango, Pepsi, and the Britvic name itself, Britvic Soft Drinks is one of the two leading soft drinks businesses in Great Britain, and the contact centre provides a vital role in supporting retailer promotions and product distribution. The telesales function supports over 7,000 customers who receive direct deliveries – providing an order capture function via telephone, fax and EDI. The telemarketing function supports campaigns to both direct and third party distributors to increase product distribution for both core products such as J20 and Robinsons Fruit Shoot as well as new product lines such as the Really Wild Drinks Co. range for the schools market.
Building on past experience
RXP first worked with the Solihull based contact centre in 2005, providing consultancy expertise for the sales and service functions. This project was in partnership with ComXo, for whom RXP are their consultancy services provider. As a result of the improvements made, the service call centre function has more than doubled the success of ‘First Line Fix’ – saving the company for each engineer visit that is no longer required and helping the customer to diagnosis and resolve their technical problem in just a single telephone call.
Paul Weald, Managing Director of RXPerience comments: “By getting every team member in the contact centre to focus on key performance measures – such as First Line Fix – we have been able help Britvic to achieve a step change in operational performance. Now our focus is to achieve the same level of performance improvements across the telesales and telemarketing contact centre functions”.
Outcomes
Phil Goldspink, Head of Customer Operations of Britvic comments: “We want to take our Telesales and Telemarketing contact centre in Solihull to best in class levels so that the telephone channel adds maximum value for the business. RXP has both the track record and the right team to help us achieve these aims in 2007”.
Paul Weald adds; “The Britvic call centre has all the right ingredients – capable people, good systems and a great culture. Our role is to help the operation to achieve measurable efficiency gains and superior levels of Customer Service. All in all, it makes for an exciting and inspiring mix. Just like the Britvic soft drinks themselves.”
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