Pizza Pizza lowers overhead through call centre technology
By Canadian PizzaNews
September 17, 2009, Toronto – When
Pizza Pizza began working with Interactive Intelligence (Nasdaq: ININ)
nearly 10 years ago, the company needed a strategy for using
work-at-home call centre agents.
By deploying communications technology that supported
these at-home agents, the pizza chain believed it could improve hiring
and retention rates, while lowering overhead costs.
Since its deployment of the Interactive Intelligence all-in-one IP
communications software suite, Customer Interaction Center (CIC), Pizza Pizza has done just
"CIC has enabled us to process more than 30 million orders per year, with 85
percent of those orders taken over the phone by more than 350
work-at-home agents," said Pizza Pizza's network telecommunications and
security manager, Amar Narain. "As a result, we've been able to attract
and retain the highest quality agents for improved customer service,
while decreasing overhead costs by more than 25 percent."
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