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Retail Technology, Retail technology News

IKEA switches to next-generation headset

Friday May 14 2010

Edmonton store staff kit gets upgraded to provide reliable in-store communications

Edmonton store staff kit gets upgraded to provide reliable in-store communications

 

Following a successful trial, IKEA is to implement the new QD Retail headset system from specialist provider Quail Digital, in IKEA Edmonton.

 

The Edmonton store, which has been using Quail’s previous system for the last five years, began trialling the new headsets and keypads at the beginning of this year.

 

Quail Digital said the new QD Retail system is the first in the retail sector to have done away with the belt pack that traditionally accompanies such communications kit and now comprises a lightweight headset, typically worn by supervisors operating in the checkout area, along with a 12-button multiple keypad located beside the tills at the checkouts.

 

Ease of use and range benefits

 

Among the benefits noted by the team at the home furnishing store is the improved range of the new technology, which using repeaters, can cover up to 100,000 square feet.

 

In addition, store supervisors have found the ability to receive instant messages from the checkout team using their keypads a major benefit significantly improving customer service.

 

The system uses DECT technology, which provides reliable communication, without the need to dial a number or wait for someone to pick up the call, reducing the turnaround time for customer queries and allowing issues to be dealt with quickly and efficiently at the till.

 

Faster query resolution

 

Neil Duxbury, IKEA Edmonton checkout manager, commented: “It’s important for supervisors to be able to keep in contact with staff on the checkouts. The new system means that, even when they’re in the storeroom or back office, they can still deal with any enquiries immediately. As a result, customer service has improved throughout the store.”

 

The smaller, more lightweight headset system was also reported to be more comfortable, particularly for long periods of wear.

 

Other IKEA stores across the country will be monitoring the performance of QD Retail in Edmonton with a view to rolling it out nationwide.