CASE STUDY

How a leading Australian retailer improved efficiencies in their contact centre

C_WebT_How a leading Australian retailer improved efficiencies in their contact centre
how a leading Australian retailer improved efficiencies in their contact centre

Is your contact centre well-equipped to handle call overflows and spikes in demand? This leading Australian retailer wasn’t… until they implemented Oration. 

Oration was simply implemented over the top of their existing IVR setup, fully deployed and taking calls within one day of engagement. 

The key results?

  • A 10% reduction in caller deflection
  • An average handling time reduction of 30 seconds
  • Friendlier and more empathetic customer interactions.