Boots plc is one of the UK's leading pharmaceutical, health and beauty retailers.
With in excess of 45,000 customer calls every week, Boots prides itself on giving its customers a high standard of service and strives to ensure that all customer calls are answered quickly and efficiently.
Business needs
The Boots call centre's are a busy environment, handling several functions from customer care queries, an optician's appointment booking service to loyalty card enquiries.
Over the last year Boots has experienced a 10% increase in the number of incoming calls, causing a knock-on impact to a significant number of calls going unanswered during peak periods. Clearly, putting Boots under pressure to maintain its standard call handling service target of within 30 seconds.
With Voicemail through SpinVox, Boots could now ease the workload by answering the overflow of each and every call, and sending the converted message by email to more than one relevant agent to respond.
Voicemail through SpinVox gave Boots a solution that would:
- Handle unanswered calls quickly
- Cope with increased call volumes
- Provide customers with an alternative to long call waiting times
- Integrate easily and cost-effectively into the Boots call centre environment
- Provide accurate customer information that could be passed to multiple agents in a timely fashion
