Shoprite Customer Care

The Challenge

Shoprite's centralised customer care centre handles queries for six retail brands: Shoprite, Checkers, OK Foods, Usave, Computicket, and LiquorShop. Each brand has its own tone, escalation protocols, and satisfaction benchmarks. Before QUALICORE, QA was managed in six separate spreadsheet systems — making it impossible to benchmark quality across brands or identify shared training opportunities.

Agent performance reviews were brand-specific. An agent supporting multiple brands had no consolidated performance view. Supervisors managing cross-brand teams spent hours assembling composite performance reports manually.

The Solution

QUALICORE's multi-client architecture allowed Shoprite to create one company account with six client campaigns. Each client has its own scorecard, SLA rules, and escalation routing — but all data feeds into a unified ops dashboard and leaderboard.

Agents receive brand-appropriate coaching plans automatically. Supervisors managing cross-brand agents see a consolidated performance profile per agent, with brand breakdowns. The Ops Manager tracks daily evaluation targets, SLA compliance, and coaching completion rates across all six brands from a single screen.

The Results

Average QA pass rate lifted from 71% to 82% group-wide within four months. Cross-brand training opportunities — previously invisible — became quantifiable: 23% of agents underperforming on the Checkers scorecard were also struggling with the same "product knowledge" dimension on Shoprite calls. A shared product training intervention was designed and tracked through QUALICORE coaching plans.

Monthly QA reporting time dropped from 22 person-hours to 90 minutes across the six brands combined.