Call Routing Solution for Appliance Distributor.

A client of Callstream for more than 10 years, Connect Distribution is one of the UK’s largest distributors in the domestic appliance market. With over 120,000 stocked lines and 16,000 customers, the company has grown from a 20 person to 140 person call centre operation handling more than 1.4 million calls a year. At the end of 2011, Connect Distribution acquired eSpares, the UK’s leading spare parts retailer.

The Challenge

90% of eSpares customers order online, but for the 10% that want to speak to a spare parts specialist over the phone, Connect Distribution and eSpares needed a call management system that would provide a good customer experience without long waiting times. Their previous call routing system wouldn’t allow them to easily route calls between their two centres in Birmingham and London. Instead, calls were queuing up at one centre while there were available specialists at the other centre, leading to lost and abandoned calls.

The Solution

To create a solution that fitted the specific requirements of Connect Distribution and eSpares, Callstream quickly designed and integrated a bespoke call routing facility on the Nucleus call management system.

The Results

With the Callstream Nucleus platform, Connect Distribution and eSpares had the flexibility to route calls between their two contact centres as needed, maximising their available specialist resources and minimising call waiting times.