- Reduced staffing costs by 20%.
- Increase their call centre efficiency.
- Monitor data for individual callers.
- Identify the number of repeat callers.
- Provide visual reports so it was easier to understand the call data.
- Deliver high levels of uptime.
We also maintained a strong level of continued consultation service with Directline Holidays which allows us to ensure that their system is always tailored towards the business and new features are made quickly and efficiently for them.
Because our call volumes are volatile, OrderlyQ helps us on three fronts; firstly the queuing facility helps flatten demand peaks, secondly the reporting allows us to implement the optimum number of staff and thirdly it's a far better experience for our customers whose place in the queue is ‘saved’ throughout the day. It's difficult to overstate the value of OrderlyQ – but the call queuing alone must save us the equivalent of 20% of our staffing costs.
Matthew Flint, Sales Director