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Collaboration

Collaboration Case Study: Specsavers

World-Class Optician Offers Great Customer Service

Specsavers transforms contact centre operations, growing customer loyalty and achieving 20 percent increase in capacity.

Challenge

  • Reinforce Specsavers' market leadership, brand values, and competitive differentiation
  • Increase customer loyalty and retention through improved customer service
  • Sustain growth plans and strengthen company‚Äôs business model

Solution

Results

  • Increased call centre capacity by 20 percent with no increase in staff
  • Raised customer service levels through intelligent call handling and more integrated customer information
  • Improved service to franchised retailers, and raised margins on those activities

We assessed a variety of platforms. Without doubt the Cisco Collaboration Architecture offered us the most robust and flexible solution. It was also modular and easy to implement over our existing network with minimal business disruption.
- Jonathan George
Head of Contact Centre Services. Specsavers