Thorntons is set to reduce call costs and improve the management of incoming calls to its in-house Call Centre, which handles the company’s most recent development – a Gift Delivery service. This will be achieved using Kingston’s Intelligent Network (IN) services.
Kingston has tailored a telecommunications package that best fulfils our requirements, commented John Rudd, telecommunications manager for Thorntons. Kingston’s business telecommunications network which covers the UK will enable us to reduce the call costs from Head Office and throughout our Retail Estate. It will also improve how we respond to incoming customer calls via our call centres.
Kingston’s IN services will provide benefits for Thorntons and its customers as calls will be routed with minimum effort ensuring customers are dealt with the optimum efficiency, added Jonathan Bentley, regional director for Kingston.
Statistics provided by Kingston’s IN services will enable the analysis of call trends which can be used to optimise Thorntons Call Centre staff resources in advance so that they can operate to the maximum efficiency.
Customers dialling Thorntons gift delivery service will also profit from cheaper calls as the 0845 121 19 11 number charges all calls at the local rate.
