Delivering on the Brand Promise

Consumer Goods / Retail Case Study

Consumer Goods Company Drives Service Level Goals
through Key Call Center Metrics

A global leader in a selection of consumer electronics and security solutions, this AVOXI client manufactures, distributes, and sells its “do it yourself” security products through many of the world’s largest bricks and mortar “big box” stores and online retailers. Additionally, it offers its products through its own online retail store. The business has offices in North America, Europe, Asia, and Asia-Pacific, and it has a presence in over 40 countries on 6 continents.

Call Center Operational Challenges

With its international distribution network, resellers, and online retail presence, the client sees significant savings by using a Voice over Internet Protocol (VoIP) solution. The virtual contact center software from AVOXI provides crucial information that drives business decisions. The client bases its success on the abandonment rate; this figure determines its efficiency and service level. Accessible through the call details and reporting features, the extracted information provides the data needed to confirm call center operations reflect its brand promise.

AVOXI works closely with its client to ensure that it addresses the client’s particular needs to sustain and reinforce that brand promise. As it moves forward with additional development for its virtual call center platform, AVOXI considers the call management functions clients desire to provide even more reporting features.

Managing the margins on selling and distributing products requires close attention to the costs of operation. Every 12 to 24 months, the client’s team evaluates and analyzes costs based on growth and expansion plans.

With its commitment to a brand promise of Lifetime Support with free 24/7 customer service, the client mandates efficient and reliable contact center operations. The client outsources its call center services, but requires specific call center software implementation with its own oversight. This setup enables visibility, controls costs, and helps maintain the expected level of quality assurance.

Key Features

Live Call Monitoring
Real Time and Historical Reporting
Queue Management
Extended Call Recording and Storage

Favorite feature is the ability to extract call data for reporting and analysis.

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Choosing AVOXI

Operationally, the client’s team has its own call center manager that oversees required features, understands how all features work, and determines the impact on the outsourced call center services. The IT director/manager implements the technology and manages vendors. And, the chief financial officer conducts the price studies and makes the final decision.

AVOXI’s virtual call center solution, rates, and pricing resulted in its selection as the vendor to deliver the client’s solution and virtual phone numbers. Driving the decision was AVOXI’s competitive rates for the supported countries the client needed and select features offered by Smart Queue and the call quality.

Using the Realtime Monitoring screen, the client’s call center manager sees all calls being processed in the selected queue. The screen also shows all agents currently logged into the queue.