The Carphone Warehouse is seeking to improve customer service and business efficiency by means of three new virtual IP contact centres. Installed by communications integrator, Affiniti, the new centres will allow The Carphone Warehouse to reach its goal of 3.5 million customers by 2009. The contract is worth approximately £3m over three years and involves the planning, provision, building and ongoing management of the Cisco-based contact centres.
Through the new IP contact centres, The Carphone Warehouse will benefit from efficient integration of new agents, sites and applications. Utilising Affiniti’s intelligent call routing, enquiries can be distributed via different agents on different sites. Calls can be placed depending on the agents skills, ensuring individual requests can be appropriately answered. Agents will benefit from increased facilities such as CTI technology with screen pop-ups – callers are automatically recognised giving agents open access to their history and preferences.
The contact centres will manage much of the traffic generated by new services from The Carphone Warehouse, for example, the ‘Free for Life’ broadband proposition that has been opened up by local loop unbundling. 1,800 new customer service advisers will meet increasing levels of demand. Two of the contact centres are located in the North West of England and one in South Africa.
As The Carphone Warehouse’s longest serving communications partner, Affiniti was chosen for its open and trusted working relationship, proven track record for delivery, attention to detail and consultative approach to delivery.
Robert Kent, Business Relationship Manager for CRM at The Carphone Warehouse said: “The new contact centres will enable us to service our customers quickly and efficiently. We currently handle around a million calls a month and expect this to rise significantly as more and more customers take the Broadband product.”
He continued: “Affiniti de-risked the project for us, providing invaluable technical expertise to complement our in-house skills and offsite testing resources to ensure efficient implementation.”
Gary Young, Managing Director of Affiniti, said: “Affiniti has worked closely with The Carphone Warehouse over a number of years providing a wide range of solutions. This latest series of contact centre projects will play a key role in supporting the company’s rapid business expansion for both TalkTalk and its mobile business.”