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Park Retail Ltd operates the UK's leading Christmas Savings scheme, with over 102,000 accounts regularly contributing to the fund, these accounts represent over 440,000 members. Account holders call Park's customer care centre to place orders, pay towards their account, check their balance and make enquiries regarding the range of products listed in the company's catalogue. Park Retail Ltd are faced with very specific seasonal increases in call volume, that in turn puts pressure on staffing levels, quality of service and operational costs. |
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Encoded were tasked to design and implement a system that would scale to high call volumes and payment processing at peak times.
The design also had to focus on customer service, making it as simple as possible for Park's varied demographics to access their information and make payments. |
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Security, reliability and ease of use were key factors when designing this solution.
Intended to facilitate the more common requests made by inbound callers, the IVR solution was capable of calculating commission, returning statement information and processing card payments in real-time.
Reporting on usage activity and transactional logs needed to be delivered daily in a format familiar to Park's existing back-end systems. |
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| Encoded's contribution |
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Consultative problem solving to find the best solution for Parks existing business process; |
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Close account management to ensure a smooth installation; |
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Highly experienced design staff ensure that the user can utilise the power of the solution with ease; |
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Encoded's Payment Gateway is used to process payments with real-time feedback to callers. |
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Park Retail Ltd are now able to handle transactions 24 hours a day at no additional cost. Staffing levels are no longer strained at peak times and business processes have been streamlined. |
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"We have taken over 40,000 calls away from our contact centre in the first 6 months of installation, and the service we have received from Encoded has been first class"
June Potts, Customer Care Manager |
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