How BIG W improved efficiencies in their contact centre

C_WebT_Big W - Case study_March2022 (1)

In this ever-changing retail landscape, is your organisation set up to handle huge spikes in call volumes?

Customers expect a seamless and positive experience when they interact with your retail business, even when you’re dealing with seasonal peaks or the fallout from COVID-19 restrictions.

In this case study you will learn how utilising artificial intelligence and complex call routing solutions, Oration helped BIG W achieve a reduction of up to 30 seconds on their average call handling time during a huge sales event.

Download the following case study to find out how.

Download the Big W case study