VAR Affiniti has been called in by holiday operator Travelsphere to help with the expected surge in call centre traffic during the holiday sales rush.
Travelsphere started running Affiniti’s OpenQueue call-back solution in January, allowing contact centre customers waiting longer than 30 seconds to request a call back.
Suzette Bouzane Meadows, head of contact centre solutions at Affiniti, told CRN: “Bursts of traffic are a typical challenge for contact centres. If you were to hire agents to match peak flow this wouldn’t be efficient.”
Alex Mead, customer services director of Travelsphere, said: “We are now not only providing a much fairer contact process to our customers, but also commercially losing considerably fewer sales opportunities.”
Bouzane Meadows added that Affiniti has been selling OpenQueue since July.
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