Investor and Analyst Day Presentation
North America Route Based Services
Lakeland Customer Care
Cott
Sustained high levels of service are a key component of improved customer retention
•
Lakeland handled 4.6M calls in 2017
16.00%
0:11:31
Abandon Rate Target < 5%
.
Currently staffed with 426 Customer Care
14.00%
Average Time to Answer Target < 0:02:00
0:10:05
Agents
12.00%
0:08:38
•
Water
10.00%
0:07:12
•
Coffee & Filtration
8.00%
0:05:46
.
Retail Marketing Partner
6.00%
0:04:19
•
Key Customer Care
4.00%
0:02:53
•
Inbound Tele-sales
•
Retention
2.00%
0.00%
0:00:00
P8
P9
P10
P11
P12
P1-18
0:01:26
In January, we answered calls within 20
seconds with an abandon rate of 1.47%
Source: Cott Management.
Abandon Rate
Abandon Rate Target
Avg Time to Ansr
Avg Time to Ansr Target
222
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