Reebok Keeps Sales Running

Reebok, a global manufacturer of sports, fitness and casual footwear, apparel and equipment needed to offload internal requests from its busy Operator switchboard at the company’s headquarters location.  The switchboard received more than one million calls per year, which were handled by staff Operators.

Sales Access
The heavy call volume was due primarily to a hotline that was very popular amongst the sales team.  However, since most of them did not know the employees' extension numbers, they opted to “pound out” to the Operator for assistance.  Operators were forced to handle these simple but time consuming internal transfers instead of dealing with customers requiring more complicated assistance,  The company realized they needed help to offload the operators and provide 24/7 access.

The choice for speed
After researching the speech market, they chose Parlance Corporation. The short installation times, high connection rates and full management of the service made the decision easy, Parlance Corporation. Once the selection was complete the preparation and installation process was done in less than two weeks.  As promised, the service was installed on site and ready to take calls in one business day. 

Embraced by service
The employees immediately embraced the NameConnector®.  For headquarters staff, the most obvious and valued benefit was the drastic offloading of “standard” internal call volume from switchboard Operators.  Operators could now spend more time attending to customers who need customized assistance.  For the sales team, rapid, reliable connections to a host of resources made this application a slam dunk.

Fast Access for people on the go
Today, Parlance’s NameConnector handles more than 10,000 internal calls per week. It connects over 97% of internal callers to the correct employee, virtually eliminating any need to interact with an Operator. The time for a caller to connect to a destination has been dramatically reduced to around 13 seconds. Fast service for a company on the go.

"Parlance’s NameConnector service blew me away. I was shocked by the systems accuracy and capacity levels and pleased with the exceptional customer service displayed by their support engineers." Fred Doherty, Manager of Network Engineering, Reebok International