Customer
The Jewellery Channel – leading TV shopping and on-line retailer

Scope of Requirements
Continued pan-European expansion of its’ TV broadcast and online auctions was driving up demand for customer services and sales fulfillment needs.

Solution Provided
A new IVR (Interactive Voice Response) system was deployed to segment calls by application in unison with new call collection telephone numbers for markets outside of UK

Financial Benefits
A ‘cost neutral’ solution whereby calls from overseas markets are now delivered into its call centre for free. i.e. no cost for the international call transport.

The new IVR now filters / segments calls so that higher value sales calls are prioritized before being handed off to call centre staff maximized productivity of agent pool.