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."