The Phone House, a subsidiary of The Carphone Warehouse, is Europe's largest independent mobile telephony retail chain, with over 2000 stores. The group employs a total of around 16,000 people, with 600 working in the 175 Dutch outlets. At The Phone House customer service is paramount.

Maximum accessibility

The Phone House needed a flexible partner with good market knowledge to optimise its service levels. A key priority was to reduce pressure on the call centre in Amersfoort, while still ensuring customers received the right information.

Savings in time and cost

The Phone House’s 0800/0900 numbers, including its Customer Service, Repair Center, Lifeline and The Phone House Business Solutions are accommodated on SOD’s IVR platform. The intelligent IVR enables 35% of incoming traffic to be processed without the intervention of a call centre agent. This not only saves time but also radically reduces costs.
Any questions that cannot be processed by the system are connected to the call centre. This ensures that customers’ specific questions are answered.