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Cable&Wireless QueueBuster comes up roses for Interflora contact centre at Christmas
Interflora, the world’s largest and most popular flower delivery network, has signed up with Cable&Wireless, to use Netcall’s Queue buster callback application, available as a network-hosted service from the communications company.
QueueBuster helps contact centres improve customers’ experience by offering an alternative to waiting in telephone queues during busy periods. Customers can choose to accept an automated callback as soon as the next agent is available.
Interflora signed up to the QueueBuster after successfully deploying the solution to manage increased call volumes at the company’s Nottingham based contact centre during December, a traditionally busy period for the flower and gift company.
Jayne Henry Head of Telesales at Interflora commented: “As a gift and flower company, Christmas is a key selling period for us. Call queues can build up at peak periods and we wanted to manage the customer experience at these times while avoiding abandoned calls and ultimately lost sales.
“The hosted QueueBuster service proved a winner with both our customers and our customer service staff. In fact, in almost every instance the call backs led to an order! Since we pay for the service on a ‘per usage’ basis, it is also able to deliver a very attractive Return on Investment.”
QueueBuster helps organisations improve customer service levels and reduce contact centre operating costs by maximising available agent resource. It not only cuts telephone waiting times for customers, but also presents the caller’s name to the agent, so that a personalised service is provided.
Will Dunwell, call centre solutions product manager, Cable&Wireless said: “QueueBuster proved its value during a key business period for Interflora. Netcall’s application fits well with our contact centre portfolio, helping customers enhance their brand while reducing costs and contributing to revenue generation.”
Cable&Wireless signed an agreement with Netcall in September 2006 to offer Netcall’s QueueBuster queue management solution to its contact centre customers as a network-hosted service. The callback option can be tailored to meet particular customer service objectives, depending on a customer’s specific requirements.
