Furnitureland South Retail Call Center

Furnitureland South is a home furnishings showplace with more than 500 quality brands of furnishings, accessories, and rugs in over 1 million square feet. Founded in 1969 by Darrell Harris, Furnitureland South began selling furniture with a few catalogs, showroom samples, and old truck and a big idea to provide customers with personalized service and exceptional value for handcrafted North Carolina furniture.

Customer: Furnitureland South
Type: Retail
Location: Jamestown, NC

Customer Needs:

Improvement in management and handling of inbound calls including customer service calls
Tools to enhance management capability of customer service and sales team members
Reports to facilitate good decision-making regarding staffing levels

Solution Components:

ACD Call Center software with extensive reporting capabilities for multiple departments and IP handsets to each desktop

Results:

Furnitureland South now has the capability to meet and exceed the service level expectations of its customers. The call center offers enhanced supervisor and agent productivity as well as a means of controlling operational costs. It also provides abundant data to be used as the basis for decision-making.

Operators at Furnitureland South can now easily monitor and track calls. Extensive call detail is available to improve decision-making. Leaders have the capability of generating virtually any type of report regarding incoming calls and their status. These comprehensive reports will assist company managers in staffing and training as well as provide the highest quality of customer service. The system will consolidate call coverage and allow backup and assistance that can reduce hold times and money spent on long distance.

"ATCOM is everything a business needs out of a telecommunications partner. At Furnitureland South, we’re able to focus on our mission of providing a world-class shopping experience to our customers. ATCOM provides the tools and the service to help us achieve this mission."

- Jeffrey D. Harris, Executive Vice President
http://www.furniturelandsouth.com

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