Miles more rewarding

From January 1st the new BCG customer loyalty programme takes off with customers being rewarded with Airmiles against their purchases. The Incentive scheme, operated by reward scheme experts, The Mileage Company LTD, offers customers the chance to collect Airmiles across a broad range of the BCG product portfolio, with a higher number of miles being awarded for specific product ranges and promotions.

Each company signing up to the scheme will have an Airmiles company account with BCG that will be credited with Airmiles collected each time a purchase on selected brands is made. The company will accumulate Airmiles on a monthly basis with the ability to distribute those to individuals within their own business as they wish.

Airmiles are currently collected by approximately two million members and BCG will be joining a renowned list of companies including Lloyds TSB, Tesco, Shell and Avis, who reward their customers with this highly recognised and sought after reward scheme.

Storming ahead

Also new in January is BCG’s Stock Availability Manager. Known as SAM for short, this easy-to-use, automated phone stock enquiry service gives customers access to stock availability across BCG’s entire product range, day or night, 365 days a year, even when the customer contact centre is closed.

Until now BCG’s range of over 36,000 products could either be ordered over the Internet where customers can check real-time stock availability, or by phone speaking with an agent during contact centre opening hours.

However, not all customers have easy access to the Internet or they may want to check stock levels out of office hours in the evenings and at weekends and so, as part of BCG’s policy to continuously improve customer service, SAM has been launched.

The service, developed for BCG by SpeechStorm using their phone self-service technology, is an easy-to-use, intuitive speech driven service where the caller is asked to say the code number of the item they want to check and they are then advised the number currently in stock. There is no need to use the key pad as it is all done verbally, although customers can choose to key in the product code if they prefer. The caller is then given the option to check another item, order the item via the call centre or end the call.

With BCG’s contact centre currently receiving approximately 36,000 calls a month and about 20% of those being stock related, SAM will enable customers to get a real-time response to their stock enquiry without having to wait to speak to an agent. It will also free up contact centre staff to spend more time dealing with other customer queries and also enable them to take a more proactive approach with customers.

To use SAM to check the availability of the stock you require, dial 0800 014 1052 and follow the simple instructions. You will need to give the BCG product code for the item you wish to check which can be found in the latest copy of The List. To obtain a copy of The List, call 0870 60 60 601 or visit www.bcgxl.co.uk.

First class service

Throughout 2010 customers will continue to receive a first class service from BCG. With five national distribution centres and a fleet of over 70 vehicles, delivery is possible as soon as next day in major UK conurbations.

And, with the widest range of stocks from the leading brands you know and trust and competitive pricing, not to mention the best customer service in the industry from product teams who really understand your needs, customers can rest assured that BCG is there to help you take your business places.

0870 60 60 601

www.bcgxl.co.uk

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