Damart process a weekly average of around 33,000 customer orders and queries. The contact centre employs over 115 staff handling telephone, online and written communication. The challenge is to do this as efficiently as possible.
QMax allows Damart to work in real-time, establishing the staff
required and scheduling breaks accordingly. Everyone within the contact
centre is multi-skilled. Agents deal with both customer orders and queries.
Staff dealing with correspondence are trained to help out on the telephone
during busy periods of call activity.
Since the installation of QMax the influx of calls is managed more efficiently. The abandoned call rate has dropped as Damart are better equipped to deal with peaks and troughs in call volumes. More importantly, customers get their calls answered quickly and effectively.