Interflora, the flower delivery company, will deploy a
hosted network software service to manage customer queueing at its
call centre.
Interflora signed up to the QueueBuster service from Cable and
Wireless after installing the software to
manage increased call volumes at the company's Nottingham-based
contact centre during December, a busy period for the flower and
gift company.
The service helps offers an alternative to
waiting in telephone queues during busy periods where customers
can choose to accept an automated callback when the next operator
becomes available.
Jayne Henry, Head of Telesales at Interflora, said, "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. In almost every instance the call backs
led to an order."
