BVG-Airflo, one of the UK’s largest groups of independent specialist mail order companies, has selected Intelecom to manage up to 10,000 calls a day and process around one million orders every year from 850,000 customers. Since deploying Intelecom, BVG-Airflo has created a more flexible contact centre environment that has enhanced customer service and achieved significant financial savings on outsourcing costs.
BVG’s 50-strong contact centre team now handles customer calls seamlessly between its headquarters office in Brecon, South Wales, a 150,000 sq ft distribution centre in Skelmersdale, Lancashire and the company’s outsourced operation, also based in Lancashire. BVG was looking to replace its existing on premise telephony system with a more flexible solution that could support a complex insourced/outsourced contact centre model and help deliver a faster, more professional response to customers. BVG selected Intelecom to manage fluctuating call volumes and respond to enquiries covering the group’s wide portfolio of products and services ranging from fishing tackle, shoes and clothing to home and garden products. BVG also turned to Intelecom to support the company’s online business that has increased dramatically over the past five years.
Tom Larkin, Head of Customer Service at BVG-Airflo, commented, “Intelecom fitted our requirements exactly. The technology was tried and tested and as a highly flexible, scalable solution, it has delivered real benefits all-round. Our customer response times have improved dramatically and we now meet our SLAs consistently. We are particularly impressed by the complete visibility we have of our contact centre activities which has lead to financial savings in terms of managing our outsourced resources.”
BVG’s contact centre agents use Intelecom to take orders from customers seven days a week between the hours of 8am and 8pm with headquarters staff operating normal business hours from Monday to Friday between 9am and 5.30pm. All calls come into BVG’s central customer service number via the Intelecom system and are automatically routed to the outsourced operation when no other agents are available.
Using Intelecom’s advanced skills-based routing functionality, BVG has configured the system so that agents take only the calls that they are qualified to take, boosting their own confidence and enhancing customer satisfaction.
