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Hammacher Schlemmer is an upscale, catalog retailer. The company is 150 years old and is one of the nation's most seasoned retailers, producing the longest continually published catalog in the US.
Like many retailers, Hammacher was faced with the holiday challenge. In the 4-week period between Thanksgiving and Christmas, Hammacher's call spikes increase 5X to 10X, handling 30% of their annual call volume. Internet ordering represents 35% of Hammacher's sales. While the Internet has increased sales it has also increased Hammacher's call volume by 40%. Twenty three percent of all calls are for order status and return status.
In previous years Hammacher's call center started in August hiring temporary and outsourced staff to prepare for the holidays. The rest of the year was spent training and managing the temporary staff and outsourcers. The cost of ramping up and hiring the temporary staff and outsourcers is very large and the training is a "throw-away" cost since the staff are let go after the holidays.
Hammacher turned to Voxify Automated Agents to handle the call. Initially Voxify was brought on to handle welcome, order status and return status. In June 2005 the Automated Agents were deployed and Hammacher was ready early for the holiday challenge. Pleased with the initial deployments, Hammacher added the Catalog Request Agent.
Problem
- Call volume spikes during the holidays was 5X to 10X greater. Calls came in the 4-week period between Thanksgiving and Christmas.
- Increasing temporary staffing and adding outsourced staff is an expensive and time-consuming effort. All training performed is throw-away as temporary staff and ourtsourcers are let go at the end of the season.
- Needed a way to meet high customer service levels, handle the call volume, and reduce hold times.
Solution
- Voxify Automated Agents
- Welcome
- Order Status & Return Status
- Catalog Request
- Deployed as a Hosted Managed Service
- Interface with UPS, FedEx, DHL, USPS tracking systems
Benefits
- Cost savings per-call is 75% annually, and 50% during the holiday season
- Reduced outsourcers by 30%
- Reduced temporary staff by 10%
- 90% call completion rates
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