Firebox.com is an award-winning mail order business with an industry leading website selling the very latest gadgets, toys, games and other trendy merchandise. As with most retail businesses Firebox.com is subject to seasonal demand. It is estimated that up to 70% of some online retailers annual sales are taken between the months of October to December.
The winter of 2010-2011 brought heavy snowfalls and travel chaos to the UK. As a result, Firebox.com received unprecedented telephone enquiries to their customer service team. On 16th December many courier companies issues press releases stating that they could not guarantee pre-Christmas deliveries, these announcements generated a 500% increase in call volumes overnight. This was further compounded on Tuesday 21st December when the Royal Mail shut down all pre-Christmas deliveries across the UK and call volumes increased by 2000% in just a matter of hours.
Cirrus was able to help Firebox.com through the pay-as-you-use flexibility of the Cirrus hosted contact centre application.Cirrus instantly made an additional 900 channels available to manage the additional demand without Firebox.com having to procure any additional infrastructure.Cirrus Advanced Queuing then controlled the customer experience with real-time informational order announcements and positional queue messages.Cirrus Insight and Monitor meant that Firebox.com knew exactly what was happening to every call to their service centre, they could separate customer service calls from general enquiries and route calls appropriately between their internal customer service team and their outsource partner.
Cirrus enables Firebox.com to handle significant variations in call volumes without incurring any additional infrastructure or staff costs. Callers’ expectations are managed effectively even when queue times are increased ensuring customer satisfaction rates are maintained and brand value is protected.
“Cirrus has revolutionised how we manage our customer telephone contact. The ability to respond to changes in volume and demand for our service centre at no notice has been a real issue for us.
Cirrus allows us to manage the problem with our existing team and the dashboard gives us a level of insight into our operation that we didn’t have before. We are more efficient and we have reduced our costs. We’d recommend Cirrus to anyone.”