Case Study: Fashion Retailer Adopts Flexible Solution

Charles Tyrwhitt Shirts have chosen a flexible solution from Syntec to help them cope with peaks in customer contact.

The company

Charles Tyrwhitt was started in 1986 and has many retail stores throughout the UK, as well as in New York and Paris.

As the company expanded, its old site-based PBX and contact centre started to buckle under the strain and it became clear that a more flexible solution was required in order to cope with high levels of customer demand at peak times without relying on a traditional PBX maintainer.

The challenge

The company wanted to replace its existing on-site call centre solution with a distributed contact centre solution, but with no disruption to its business during the changeover.

The new system would need to provide real-time agent status across multiple sites in order to make better use of agents’ time. The company also wanted to reduce the number of ISDN lines needed and move to SIP.

The solution

Syntec’s AgentCall platform and reporting suite addressed the company’s contact centre needs, providing cloud-based agent reporting, queue management and IVR at the network level.

The system offered central visibility and flexible call control, via a simple web-based interface. The company was able to tailor reports to its specific needs.

As AgentCall works with legacy PBX systems, the solution could be implemented immediately, tested side-by-side with the existing system and then migrated at the company’s convenience.

The result

As AgentCall is network-based, the company no longer needs lots of ISDN lines. Incoming calls are now placed on hold at the network level and callers now get the messages in their native language.

Manageability of the contact centre has improved, as managers now have a real-time view of agent performance as well as accurate 3rd party stats on outsourcer performance. Costs have also reduced due to a much more efficient use of its existing resources.

“Syntec has helped us improve our call centre service levels and make cost efficiencies – a real win-win, backed up by very responsive levels of customer service,” said Mathis Wagner, Head of Customer Service, Charles Tyrwhitt Shirts.

For more information about Syntec, visit their website.