EziBuy Contact Centre
Thanks again to Shelly Hemi and her team at
Ezibuy for the profile and providing the photos.
Please provide us with a brief overview of how your centre is structured and the main call types the centre receives?
We have six teams of inbound customer service representatives, led by team leaders, managed by senior team leaders who also perform the duty manager role.
The key role for duty managers is to manage our service level performance, key decision making regarding resources, and our cost per call performance.
Fifty percent of our customer contacts originate from our Australian customer base.
We are multi-channel and service inbound, outbound, mail/fax orders, email enquiries, SMS and live chat.
Sevety percent of the inbound calls we receive are sales calls, and 30% are enquiry calls.
What is the overriding vision that drives your team?
The EziBuy Way Forward:
Customer Service, One EziBuy, Right First Time, People Performing Positively
What are some of main values you and your staff live by?
“Do the right thing by our customers”
"Value our people”
What are the main challenges you are facing this year?
1. The ongoing challenge of event based demand (catalogues hitting letterboxes, promos hitting inboxes)
2. Continuing the transition from a historical call centre to “web savvy, multi-channel contact centre”. We continue to see significant growth in the internet space and live chat in particular.
3. Maintaining efficiency and cost objectives in a dynamic ever changing environment.
What systems or initiatives have you implemented that are delivering the best results for you right now?
Our legacy EziBuy systems were replaced in January 2009 with the implementation of SAP, and a custom in-house designed front end for the contact centre.
Future benefits include greater flexibility, potential to lower average Talk Times, improved “Right First Time” and a reduction in new recruit training time.
General information:
Seats - Approx 70 seats at one time
Staff numbers (back office, admin staff etc) - Headcount 127
Includes QA team (3) Customer Support Team (14) Team Leaders/Management (6) Senior Management (7)
Induction training length: 2 Weeks (First live inbound calls at day 4)
Ratio, inbound and outbound: 98% inbound. Outbound calling is primarily converting orders to sales, debt recovery and customer service related (Eg advising of late deliveries)
Call volumes: Calls answered in 2008 – 1.28m
Average 100K a month
Average 4,700 weekdays
Live Chat: Average 3K month
Email Enquiries: Average 6,700 month
Average talk time: 3:15
Service level or grade of service or KPI’s: Target KPI = 70% of calls answered in 30 seconds
Hours of operation:
Mon – Fri 7.30am – 11.00pm
Sat – Sun 9.00am – 7.00pm
