NFL Shop runs nationally televised advertisements during the AFC & NFC Championship and during the Super Bowl. NFL Shop needed to find a way to handle high call spikes during the promotions. Once an advertisement is aired on television, 10,000-60,000 calls could come in immediately. NFL Shop had used outsourced Customer Service Representatives(CSRs) in the past but found that if call spikes were extremely high, CSRs could not handle the capacity. Calls got turned away, those that could get through would wait in long call queues, and sales were lost.  NFL Shop needed an automated system that could handle extremely high call spikes and be able to take orders.

NFL Shop turned to Voxify Automated Agents to take its critical, high volume promotion order calls for the AFC & NFC Championship and the Super Bowl. 

Problem

• Extremely high call volume immediately after promotions are run on national  television.
• Outsourced CSRs cannot handle the capacity if a promotion generates extremely high call spikes. Calls are turned away, callers are put in long queues, and sales are lost.

Solution

• Voxify Automated Agent
• Promotion Order
• Catalog Request
• Deployed as a Hosted Managed Service

Benefits

• The call spike for the Super Bowl was handled flawlessly. There were no hold queues, no busy signals, and no lost revenue