Mandy Holmes discusses how Enghouse Interactive helped the USA’s biggest wedding retailer to increase sales and advisor satisfaction.
It may come as a surprise that Enghouse Interactive is involved with wedding planning. However, most young women dream of the day they get to put on a fancy white dress and walk down the aisle to tie the knot with their Prince Charming. This dream becomes a reality at the USA’s biggest wedding retailer, who happens to be an Enghouse Interactive customer.
Recently, the bridal superstore has seen a growth rate of up to 70% since they have implemented new contact centre technology that helps agents service and sell to excited customers preparing for their big day. One of the newest features the contact centres have added was the online chat feature, which proved to drive sales up while not diminishing voice call business.
In addition to selling gowns and merchandise, the chat and voice calls the agents were are now taking have the ability to book appointments for brides at their preferred store, giving back time to the in-store retail associates to focus on the in-store customer experience.
The contact centre actually had to hire 25 additional employees to combat the call volume, a great problem to have in a contact centre. Not only did sales increase, but contact centre employee satisfaction and performance sky rocketed, resulting in shaving off an average of 30 seconds in call handling time.
Now supervisors are pleased to be able to prioritise call direction by using skills-based routing and an agent scorecard system in addition to implementing a more effective workforce management tool to enhance employee scheduling.
Customer feedback surveys also increased from 4% to 10% within the first month of the new procedures being put in place.
This data was collected by an independent study conducted by Nemertes Research Group in a Business Value Analysis.
This blog post has been re-published by kind permission of Enghouse Interactive – View the original post
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