Case Study: Marks & Spencer Money achieves scalable, high‑volume virtual contact centre launch with Empirix Hammer On‑Call

Marks & Spencer Money - Customer Case Study

Marks & Spencer Money, the financial services arm of the UK retailer serving 10 million customers weekly, moved 2.6 million cardholders to a new credit card in 2003. That launch required a three‑site virtual contact centre using Web‑based VoIP to handle more than 10,000 calls per hour (up to 1.5 million calls in the first eight weeks) on a tight timetable, with significant telephony and LAN hardware arriving close to go‑live.

Using Empirix Hammer On‑Call hosted load testing and a “building‑block” approach, teams ran repeated end‑to‑end tests with real‑time, multi‑vendor diagnostics that exposed and fixed over a dozen critical performance issues. The October launch went live on schedule and the VCC handled far‑higher‑than‑expected peak traffic without service failures, leading Marks & Spencer Money to recommend Empirix.

Marks & Spencer Money

Phil Hilton

Solution Delivery Manager