Watch Shop keeps phones up during four-day outage

The UK’s leading online watch retailer avoided being out-of-touch with customers during a four-day telephone outage thanks to its newly signed customer contact platform service.

NewVoiceMedia managed to establish a cloud-based contact centre for Watch Shop just three hours after being informed that its phone lines were down and could not be rerouted.

The outage came during Watch Shop’s biggest trading week of the year but the ContactWorld for Service solution provided by NewVoiceMedia meant a potential four day outage was avoided and allowing full telephone customer service to resume within just three hours with new customer-facing telephone numbers.

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Dave Ellis, head of IT at Watch Shop, said: “It’s vital for us to be able to deliver a continuous effective service – particularly around Christmas and New Year, our busiest time of year. Our previous vendor’s outage lasted four days and came at the worst possible time. For the business it would have resulted in lost revenue, but more than that, it would have led to considerable customer dissatisfaction.

“From its fast implementation to the solution’s rich functionality, NewVoiceMedia has been an absolute life saver! ContactWorld is very easy to use and allows us to make instant changes to our call plans ourselves, easily listen to calls, and benefit from a complete view of all activity. Having worked with NewVoiceMedia in the past, I was excited to be able to bring the power of their platform to the Watch Shop. The solution will support the business during our peak periods and grow with us during our planned international growth”.

Watch Shop signed a three-year agreement to implement ContactWorld for Service. Inbound calls are intelligently managed and routed, ensuring callers are connected to the most appropriate agent – improving handling time and customer satisfaction. A real-time dashboard and extensive reporting help Watch Shop forecast further peaks throughout the year while call recording assists with internal training.

Jonathan Gale, chief executive officer of NewVoiceMedia, added: “We’re extremely pleased that we were able to get Watch Shop up and running quickly during its busiest week of the year. A cloud contact centre can be very rapidly deployed, meaning we were delivering value to the business within just three hours. I’m delighted that Watch Shop chose NewVoiceMedia to deliver on its commitment to providing excellent customer service, while benefiting from complete flexibility and scalability”.

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