Case Study: Watch Shop Overcomes Telephony Outage

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Watch Shop maintained outstanding customer service during a telephony outage with help from NewVoiceMedia.

The problem

The online independent watch retailer experienced a complete telephony outage during its busiest trading week of the year.

The outage meant that customers were unable to reach the company by phone and calls couldn’t be routed elsewhere.

The solution

With the ContactWorld for Service solution in place, the company was able to continue its customer support service in just three hours – as NewVoiceMedia deployed a new contact centre for Watch Shop, complete with new customer-facing phone numbers.

Within seconds of publishing the new number, calls were once again being successfully routed to agents, with managers able to access real-time call statistics.

The results

Under a three-year agreement to implement ContactWorld for Service, inbound calls are intelligently managed and routed, ensuring callers are connected to the most appropriate agent – improving handling time and customer satisfaction.

With a true cloud environment, NewVoiceMedia also offers the company a reliable and flexible platform for growth. This enables the business to scale up and add new functionality and consultants in minutes to meet extra demand, such as during the pre-Christmas rush when it triples its number of customer support agents.

Real-time dashboards and extensive reporting also help forecast further peaks throughout the year, while visibility into call volume, duration and success rates enables the company to reduce call queues and abandon rates and improve the overall service experience.

The company also benefits from call recording, which gives a insight into performance and helps the company train and develop its advisors.

“It’s vital for us to be able to deliver a continuous effective service – particularly around Christmas and New Year, our busiest time of year,” said Dave Ellis at Watch Shop. “Our previous vendor’s outage lasted four days and came at the worst possible time. For the business it would have resulted in lost revenue, but, more than that, it would have led to considerable customer dissatisfaction.”

Jonathan Gale

“We’re extremely pleased that we were able to get Watch Shop up and running quickly during its busiest week of the year,” said Jonathan Gale at NewVoiceMedia. “A cloud contact centre can be very rapidly deployed, meaning we were delivering value to the business within just three hours.”

For more information about NewVoiceMedia, visit their website.

Author: Megan Jones

Published On: 18th Feb 2015 - Last modified: 18th Dec 2018
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