| Case Study - Maplin Electronics |
Maplin Electronics is the UK's biggest specialist retailer of consumer electronics. With 15,000 products covering computers to cameras, the company prides itself on offering the best informed consumer advice through its in-house customer contact center and network of high street stores. The Challenge
The Callstream Solution
The Results Maplin Electronics now has enough capacity within the network to cope with peaks in call volume without the need for more fixed lines. All calls are professionally answered and queued until an in-house customer service operator is available. In 2008, Maplin Electronics relocated its head office. With Callstream’s online portal they had full control over where calls terminated, and at what time each department is open. The company were able to move from the old head office location to the new location over night, with calls routed to the new terminating numbers at the touch of a button, without any disruption of service to callers. With the use of non geographic numbers, Maplin Electronics also have a ready made full disaster recovery solution that allows for calls to be routed to alternative locations or emergency messaging at the touch of a button. “Callstream have proved to be an excellent supplier of telecoms solutions. They have great understanding of the solutions that best fit the call centre market place, and their online portals allow for large location changes with little or no customer impact.” Head of IT, Maplin Electronics Other Callstream Case Studies: |
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