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Frederick’s of Hollywood operates about 150 women’s intimate apparel retail stores in the US, supported by a robust mail-order catalog and online shopping business. Frederick’s is also a leading innovator in direct and online marketing, from developing apparel catalogs complementary to its traditional lingerie offerings to developing a highly-sophisticated online database marketing program. The catalog was originally Frederick’s only channel and today it continues to be an important revenue stream for the company.
Fredericks’ sales are seasonal with the bulk of its sales coming from Christmas and Valentine’s Day. Before these holidays the call centers would be flooded with callers ordering catalogs and paying the $3 fee for each catalog. The call centers were unable to handle the growing volume of calls leaving customers in long hold queues or hearing busy signals. Frederick’s began to look for a way to expand the capacity of the call centers. With retail margins razor thin, it could not afford the luxury of more live agents.
Frederick’s turned to speech self-service with Voxify. Voxify’s Automated Agent for catalog request now takes the high volume of calls requesting catalogs and takes the $3 fee for each catalog. Frederick's live agents handle the many sales order calls that come in. Together the Automated Agents and live agents can handle the volume of calls expected during peak season. Fredericks looks forward to the holidays with its increased capacity of its call centers.
Problem
Live agents unable to handle the high call spikes during peak seasons
Call centers needed to expand their capacity
Thin retail margins did not afford the luxury of hiring or outsourcing more live agents
Solution
- Voxify Automated Agent
- Catalog Request with Fee Capture
Benefits
Increased capacity of the call center
Ability to handle seasonal call spikes
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