Sector: Retail

The Problem

Hamleys were losing sales and their brand was being impaired by an inefficient inbound call handling system and process. In addition to this there was no resiliency in the solution and they suffered three days of lost calls due to an external catastrophe. Furthermore, their call costs were too high and there was no ability to take advantage of economies of scale.

The Solution

Freedom proposed and implemented a managed IT solution whereby all inbound and outbound lines were managed by a single point of contact. We also implemented a ‘cloud-based’ IVR solution that provides complete flexibility for customised call routing and announcements.

Benefits Experienced

The Senior Management team now has a more resilient business where the risk of losing revenue due to external catastrophes is greatly reduced. In addition to an increase of product sales of 150%, Hamleys have also seen improvements to their reputation as ‘the finest toyshop in the word’

“The call centre has greatly improved our ability to deal with customer queries. We can ensure the optimum number of call centre agents are available at peak times, thus maximizing the efficiency of our operations. We can also monitor the frequency of incoming calls. As a result, we estimate that sales have increased 150% since the call centre was installed”.

Michelle Acton-Bond Direct Sales Operations manager

For more information, please download our full case study

Hamleys – Case Study