1745 — Case Study: AuctionDrop

Apr 28, 2005 | Conteúdos Em Ingles

Aspect Communications announced that Auction Drop, the US company that pioneered ‘drop-off’ as a simple, fast and convenient way to sell goods on eBay, invested recently in its Iphinity Call Center Solution.

A decision to double the size of its customer service operations in the next 12 months in response to growing customer demand. Read here the details.

AuctionDrop works as follows. Consumers drop off items at designated drop off stores and AuctionDrop then manages the entire sales process, including photography, listing, handling, payment, shipping and returns-all while providing exceptional customer service. The company handles contacts from 3,800 drop off stores across the United States.

‘We wanted to be able to handle different types of calls from store employees, the sellers, the buyers, the prospects and track everything, while accommodating special events like marketing campaigns on the fly,’ said Paul Vaillancourt, vice president of customer service and operations at AuctionDrop .

The Aspect Iphinity Call Center routes calls based on customer data, number dialed, caller choice options, agent skill sets and estimated wait time. The technology also supports combined PSTN and IP connectivity, so businesses can further reduce costs by routing voice over IP to agents anywhere, while still leveraging their investments in traditional voice infrastructure.

AuctionDrop today has 45 contact centre agents based across the US.

Source: Aspect Communications


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