New Call Routing Strategy Soothes Growing Pains for Retailer

A large online and catalog retailer of gift and specialty items, the company found initial success by focusing on a single merchandise category. As the company grew by acquiring catalog merchandizing assets, call volume increased exponentially. The company had to accommodate both holiday-oriented spikes in traffic and increasing year-round demand, reaching as much as 12 million calls per year. However, due to platform limitations, they were unable to fully capitalize on the potential new business. Instead of focusing on support for strategic marketing initiatives and customer service, IT personnel were busy with the day-to-day management of the platform, which was underperforming due to its lack of uniformity. Verizon Business provided Professional Services consultation to help the company improve call center operations and customer satisfaction.