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| Cuisine de France and eircom Contact Centre |
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| By deploying a cutting edge customer contact centre for Cuisine de France, eircom has helped the company enhance its customer contact experience, boost workforce productivity, reduce management costs and increase profitability. |
eircom solution at a glance
- The contact centre solution was
designed by eircom and built
on Cisco’s Unified Contact
Centre Enterprise.
- Cisco IP Interactive Voice
Response (IVR) has been
integrated with Cuisine
de France’s customer database
providing powerful call routing
functionality, directing each
call to the preferred customer
service agent.
- Screen pop ups with full order
history are enabled via
Cisco Agent Desktop (CAD)
using a keystroke macro
capability which integrates with
Cuisine de France’s proprietary
client database.
- The solution positions Cuisine
de France to take advantage of
future expansion opportunities
within existing and emerging
markets.
Cuisine de France is the number one supplier and manufacturer of freshly baked
bread and confectionery products to retail multiples, forecourt and convenience,
independent and foodservice clients in Ireland and beyond. It is also the leading
solutions provider to the food-to-go market in both frozen and chilled sectors and
spans a portfolio of market leading brands.
Building a responsive, dynamic telephony infrastructure
With the move to a purpose-built manufacturing and national distribution centre in Grange Castle, Dublin, Cuisine de France undertook a major project to update its contact centre processes, moving away from a manual dial, process heavy, crowded environment to an automated system. After a lengthy tender process involving a number of suppliers, site visits, lab tests and customer testimonials, Cuisine de France chose eircom to deploy a contact centre solution based on a Cisco technology platform.
Enhancing the customer contact experience
Sophisticated inbound and outbound routing technology now allows customers to
be automatically directed to their “preferred” agent.
The net effect has seen a 30% increase in time spent on each call from an
average of 1 minute to an average of 1 minute 49 seconds, supporting one of the
company’s key metrics of building customer relationships.
“Using Cisco IP Interactive Voice Response (IVR), we integrated the application into Cuisine de France’s customer database,” explains Andrew O’Kelly, Director of Business Solutions for
eircom.
“Using this functionality, telesales agents can add real value with detailed
knowledge of the customer account and specific needs,” he added.
“Our new contact centre not only streamlines the customer contact experience but also serves as a valuable marketing channel which improves our brand penetration and drives
product sales.”
James Gaskin, contact centre manager, Cuisine de France
“We chose eircom as we were confident of their ability to help us achieve maximum return on our technology investment.
Their in-depth knowledge of our business challenges supports our belief in cutting-edge technology as a driver of value creation within the business.” Brian Nealon, IT Director,
Driving workforce productivity
- Auto dialling allows each agent to make contact with their set of customers
at a time that is most convenient for them. 70% of customers are now
proactively contacted, representing an increase of 15%.
- The wait time for inbound calls has been reduced from 142 seconds to an average of 18 seconds using a prioritisation system for inbound calls.
-
Once connected to an agent, a customer screen pop automatically appears
providing detailed order history. This allows the agent to concentrate on
specifics, ensuring that the customer’s needs are fully met.
- Abandon calls have reduced from a high of 11% to a low of 0.89%.
Abandoned caller ID’s are routed to an agent for processing.
- Cuisine de France can now record and play customer-specific promotional
messages during wait times. Using a Text to Speech engine, the company can
pre-record in-house with a specially developed database dips customising each
promotional message.
Enhancing profitability and reducing costs
- Sophisticated call reporting provides a collection of real-time and historical data
allowing managers to directly monitor activity both desk side and remotely.
- Thereporting function also identifies inconsistencies between staffing levels and call
patterns.
- In-depth analysis helps management to avoid over or under capacity and
to make informed decisions regarding contact handling procedures and technology
investment.
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For further information, contact your account manager
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