Following international expansion, the specialist clothing retailer takes on new call centre software to serve customers on both sides of the Atlantic
Following international expansion, the specialist clothing retailer takes on new call centre software to serve customers on both sides of the Atlantic
Retailer Long Tall Sally has implemented ContactWorld, a cloud-based telephony solution from supplier NewVoiceMedia, within it’s UK and Canadian call centres to support the clothing retailer’s recent acquisition activity.
Following Long Tall Sally’s acquisition of Tall Girl in North America, the company found itself with two international call centres on each side the Atlantic. Each centre was using different telephony solutions, which weren’t compatible with one another. It was obvious Long Tall Sally needed a telephony solution that offered the flexibility to work seamlessly across both call centres.
Integrating international customer channel
“The contact centre solution in the UK had previously used a hosted solution from another provider, while the Candian one had on-premise hardware. Neither of the solutions ‘spoke to’ each other, meaning that each system was unable to run in tandem,” explained Alison Doherty, group operations director at Long Tall Sally. ”We looked at several on-premise suppliers and other cloud offerings, but none could match the flexibility, cost-effectiveness and simplicity that ContactWorld provides us with.”
ContactWorld is a cloud-based solution that provides links and call plan intelligence between the caller and agent. Now when customers in Canada call the Long Tall Sally service line, they will first be directed to the Canadian contact centre and if all the agents are busy, they will be redirected to the UK centre and vice versa. This ensures that there is always an agent available to speak to callers for any incoming queries.
ContactWorld is delivered as a hosted solution over the Internet on a monthly fee per user. This payment model ensures that Long Tall Sally only pays for what it uses and offers a flexible approach to support future growth.
