The company, an award winning online florist, switched their 24/7 customer service phone lines to Frontline in June 2007 after their previous contact centre were unable to deal with high call volumes. Service levels were low, with a typical ring time averaging over 1 minute and subsequently a lot of calls were lost.
However with Frontline managing the calls ring times were reduced to below 15 seconds, increasing service levels as well as improving the overall customer experience.
Due to the growth they experienced within the e-commerce market, in June 2010, Frontline employed a team of ‘Customer Service Advisors’, experts within the business, who managed the Customer Service administration. The CSA’s provided the online florist with a dedicated resource between specific hours.
In September 2012, the company streamlined their customer services by providing email only customer support. The CSA team expanded to absorb the additional workload, support hours were increased and a 1 hour SLA was promised to the customer. Frontline also took over the management of their social media and review websites.