NewVoiceMedia, the leading cloud contact centre vendor, today announced that its technology helped Watch Shop maintain its commitment to outstanding customer service. Britain's leading online independent watch retailer experienced a complete telephony outage during its busiest trading week of the year, but was able to continue its customer support service just three hours later after switching from its previous supplier to NewVoiceMedia’s ContactWorld for Service solution.
The outage meant that customers were unable to reach the company by phone and calls couldn’t be routed elsewhere; but it was business as usual within three hours, as NewVoiceMedia deployed a new contact centre for Watch Shop, complete with new customer-facing phone numbers. Within seconds of publishing the new number, calls were once again being successfully routed to agents, with managers able to access real-time call statistics.
Watch Shop signed a three-year agreement to implement ContactWorld for Service. Inbound calls are intelligently managed and routed, ensuring callers are connected to the most appropriate agent – improving handling time and customer satisfaction. With a true cloud environment, NewVoiceMedia also offers the company a reliable and flexible platform for growth, enabling the business to scale up and add new functionality and consultants in minutes to meet extra demand, such as during the pre-Christmas rush when it triples its number of customer support agents.
Additionally, real-time dashboards and extensive reporting help Watch Shop forecast further peaks throughout the year, and visibility into call volume, duration and success rates enable the company to reduce call queues and abandon rates and improve the overall service experience. Watch Shop also benefits from easy call recording, which gives a meaningful insight into performance and helps the company train and develop its advisors.
Dave Ellis, head of IT at Watch Shop comments, “It’s vital for us to be able to deliver a continuous effective service – particularly around Christmas and New Year, our busiest time of year. Our previous vendor’s outage lasted four days and came at the worst possible time. For the business it would have resulted in lost revenue, but more than that, it would have led to considerable customer dissatisfaction.
“From its fast implementation to the solution’s rich functionality, NewVoiceMedia has been an absolute life saver! ContactWorld is very easy to use and allows us to make instant changes to our call plans ourselves, easily listen to calls, and benefit from a complete view of all activity. Having worked with NewVoiceMedia in the past, I was excited to be able to bring the power of their platform to the Watch Shop. The solution will support the business during our peak periods and grow with us during our planned international growth”.
Jonathan Gale, CEO of NewVoiceMedia, comments, “We’re extremely pleased that we were able to get Watch Shop up and running quickly during its busiest week of the year. A cloud contact centre can be very rapidly deployed, meaning we were delivering value to the business within just three hours. I’m delighted that Watch Shop chose NewVoiceMedia to deliver on its commitment to providing excellent customer service, while benefiting from complete flexibility and scalability”.
Watch Shop is the leading internet retailer of brand name watches in the UK, and is the official stockist for numerous designer watch brands. WatchShop.com is the UK's most visited watch website, and also one of the most visited watch websites in the world.