Operating scope

Country head

Capability

All capabilities

Active handovers

Outcomes written back

Connected work · Agent system

Business vertical

Hypermarkets and stores

Agent on shift

Shelf Sentinel

Accountable person

Section heads

Evidence · 3 min

Till line items

Next step

AvailabilityOS

AvailabilityOS · screen 03 of 07

Alternatives

The item is not there. The call does not have to end.

3 issues · 2 waiting on you

Issues in scope

9 instances across 9 places

Waiting on you

0 already decided in this session

Three largest

AED 214k–AED 636k

Modelled annual value, three largest only

Running without asking

0 armed and waiting on a threshold

Decision owner

Country head

Returns to Category and buy, Customer care

Scope

Oman

27 stores · all capabilities

Listen

Unavailable result from the locatorSame category stock in the same storeThe price band the caller asked in

Process

Is there a genuine alternative in reachSame price bandHas the difference been stated first

Act

Offer the nearest twoConfirm in writingRecord what was accepted and refused

Written backEvery outcome returns to the systems that produced the evidence.

KindOrder

Queue

3 issues across 9 places · 2 waiting on you

Done

43% of out of stock calls at Ibra ended with an alternative accepted

Ibra

What happened

Where the exact model was unavailable, the agent offered the nearest two in the same store and the same price band, with the price difference stated before the model name.

Why it matters

The comparison is against calls that simply ended. At Ibra that is roughly 48 baskets a month that previously walked, recovered without a discount and without a promise the store cannot keep.

Already done

Acceptance and refusal are both recorded by SKU, so the lines customers will not substitute away from are visible to buying.

Worth

AED 151k to AED 458k a yearModelledBaskets that previously walked when the exact line was unavailable. Value is the recovered basket net of the price difference conceded on the substitute.Out of stock calls ending in a sale

Then what

Running continuouslyCategory and buyStanding, no return date

Acceptance rate written back to category by SKU and catchment

Also open at

Draft

A caller at Ibri, Bawadi Mall took an alternative and has nothing in writing

Ibri, Bawadi Mall

What happened

The caller accepted a substitute model on the call and is collecting today. Nothing has been charged and nothing is reserved. The only record of the agreement is the call itself.

Why it matters

Collection disputes almost always start here. A customer who arrives expecting a different model, or expecting it to be held, becomes a complaint at the service desk and usually a refund.

Already done

A confirmation has been drafted in the caller's language, stating the model, the store, the collection window and explicitly that nothing has been charged or held.

Worth

AED 62k to AED 178k a yearModelledCollection disputes on substituted orders. Value is the refunds and service desk time avoided by confirming the model and the terms in writing.Collection disputes on substitutions

Then what

Confirmation sent in the caller's languageCustomer careStanding, no return date

Your alternative is confirmed. The model is the Samsung RT38, at Lulu Ibri, Bawadi Mall, available from 4pm today. Nothing has been charged and nothing is being held, so please come in before close.

Also open at

Question

Two equal alternatives, one carries more margin, and the agent will not choose quietly

Oman

What happened

On washing machines in Oman there are frequently two in-stock lines at the same price point when the requested model is unavailable. One carries materially better margin. The agent currently offers both without a lead.

Why it matters

Leading with the higher margin line is a normal retail decision. Doing it silently inside an automated call is not, and it is the kind of thing that is very hard to explain afterwards. The rule needs to be set by a person and recorded.

Already done

Both lines are offered with price and specification, in the order they appear in the record. No commercial weighting has been applied.

Exposure

Not a revenue lineApplying a silent margin weighting inside an automated call is very hard to explain afterwards, and it is the kind of thing that is discovered rather than disclosed.Substitution offers made without a lead

Then what

Substitution lead rule written into the agentCategory and buyReports back 21 Sept