Plan requirement
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A smart call point lets a customer standing in an aisle ask for help, and the request reaches every headset on the floor.
How it works
A customer scans a printed QR code, or uses a tablet mounted in the department. The system announces on the broadcast that someone needs help in that spot. Whoever is nearest double-presses their Push-to-talk button to accept, and everyone else hears that it is taken care of.
That last part matters: without it, two people walk to the same aisle and nobody covers the rest of the floor.
Where to put them
Start with the places customers already stand waiting. Usually that is where the products are locked away, where the choice is confusing, or where staff are rarely present.
- Locked cabinets and high-value shelving
- Fitting rooms
- Departments that need product knowledge, such as paint mixing or electronics
- Anywhere with a long aisle and no permanent staff
Setting them up
- Pick the spots from the list above, and name each one the way your staff name it. That name is what colleagues hear in their ear.
- Tie each call point to its location, so the announcement reaches the right department.
- Print each code with a short line telling the customer what happens: "Scan for help, someone will come to you." Without that, people scan and then wander off because they do not know it worked.
- Mount them and try each one yourself, from the customer's side.
- Come back to the analytics a fortnight later.
Mount them at eye level and keep them clean. A scuffed code behind a shelf edge gets scanned once and then ignored, and you will conclude the feature does not work.
Check they are being used
Analytics show which call points get used and how long people wait. A call point with no scans is in the wrong place; one with long waits needs more staff nearby.
Every scan and every tablet press is logged, so what you are reading is a complete record rather than a sample. A quiet call point is quiet.
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