Effies
Australia
Myer Wonderful Hold Music
Agency
Clemenger BBDO Melbourne
Client
Myer
Awards
Bronze
Short Term Effects
Case Study
Summary
This is a paper about the not so exciting world of call centres.
And how in the context of enormous organisational change, sweating the small stuff matters.
Wonderful Hold Music was a creative solution to a small, unglamorous brief that had a major impact on one of Myer’s most significant business problems: customer service.
Abandonment rates from phone calls to Myer’s call centre reduced from 40% to 5%.
No new staff, just a simple idea that reframed how people felt about waiting on the phone.
It shows how innovation can transform a service viewed as a necessary evil by many, and ultimately offers a blueprint for adoption by organisations around the world.
Case study
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Credits
| Group Managing Director / Author | Simon Lamplough | ||||||||
| Account Manager | Natalie Nissen | ||||||||
| Creative Chairman | James McGrath | ||||||||
| Executive Creative Director | Ant Keogh | ||||||||
| Creative Director | Carolyn Mackintosh | ||||||||
| Creative Director | Evan Roberts | ||||||||
| Creative Director | Stephen de Wolf | ||||||||
| Digital Creative Director | Ben Keenan | ||||||||
| Interactive Creative Director | Chris Jovanov | ||||||||
| Interactive Creative | Tom McQueen | ||||||||
| Interactive Creative | George McQueen | ||||||||
| Senior Planner / Author | Matthew Kingston | ||||||||
| Producer | Amalia Makris | ||||||||
| Sound Designer / Engineer | Phil Kenihan | Front Of House | |||||||
| General Manager, Marketing Strategy and Communications | Natalie Warren-Smith | Myer |