Saks Incorporated has selected Aspect Communications’ Customer Relationship Portal for service centers in Jackson, Miss., Aberdeen, Md., and Elmhurst, Ill. The company wanted to create a flexible and quick response to credit card customer inquiries via fax, e-mail or the Web.
Saks Incorporated operates 360 stores under the names of Saks Fifth Avenue, Proffitt's, McRae's, Younkers, Parisian, Herberger's, Carson Pirie Scott, Bergner's, Boston Store and Off 5th. The company also operates a direct response business, Saks Direct, which includes the Folio and Bullock & Jones catalogs.
Aspect’s more precise routing reduced the average speed of answer from 45 seconds to fewer than eight. Additionally, the Jackson Credit Operations Center alone was able to take 16 percent more customer contacts without adding a single staff member. That productivity increase saved the company $350,000 in payroll annually.
“Previously, we had resources in three different places that were not being fully utilized; agents in Jackson could be swamped while agents in Elmhurst were sitting,” said Mike Rodgers, Saks’ senior vice president, for credit administration. “By installing the Aspect Customer Relationship Portal in three distributed locations, we can develop our own custom workflow to better route contacts not only to the available agents, but to those agents best suited to handle priority inquiries.”