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Case Study: Trutex

Trutex is the leading brand in school uniform and school sportswear across the UK and have been supplying quality clothing for 150 years.

With the school uniform industry being heavily seasonal with the peak period being between May to mid-September, Trutex had a requirement for increased support to cope with the increased demand during this time.

Based in Clitheroe, Trutex have previously used a number call centres in the past to support them with the increase in demand throughout the summer period, and in searching for a new partner in 2014 they were recommended to work with Your Business Voice by clothing retailer Brook Taverner

Your Business Voice began working with Trutex at the beginning of the 2014 school summer holidays, providing support with order taking and customer service on the direct to consumer side of the business.

In early 2014 Trutex Direct increased its portfolio of schools which generated a higher influx of sales calls than forecasted. This period proved challenging for both Your Business Voice and Trutex to cope with the influx of demand with such short notice to prepare and higher volume of calls and orders than expected

However, Your Business Voice exceeded the client’s expectations and integrated well with the team at Trutex, working closely to service customer enquiries throughout the busy period Communication was key as Your Business Voice effectively became an extension of the Trutex team.

Delivering Results:
Your Business Voice began taking Trutex calls in July 2014 and delivered Over £12,000 worth of orders placed.

Forward Planning:
Historically Trutex have worked with call centres for short contracts over the busier period but this time they have continued the contract all year round and Your Business Voice have spent the winter months working closely with the Trutex team to make process improvements for summer 2015.
As part of this, a team of call handlers were taken to the Trutex offices to spend time getting familiar with their internal systems, meeting members of their internal team and viewing some of their warehouse processes such as badging and dispatch.

A number of challenges have been overcome and lessons learnt from last year. 2015 promises to be an even more successful year where Your Business Voice can become even more integrated as part of the Trutex Direct Business.

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