Case Study: QVC Italy shifts to a fully remote, multi-channel contact center in five days with Twilio Flex

How Qvc Italy Home Shopping Network Switched To A Fully Remote Contact Center During Covid-19 With Twilio Flex

QVC Italy, the country's leading home shopping network, had to suddenly move more than 100 contact‑center agents offsite when COVID‑19 lockdowns made their headquarters inaccessible. With skyrocketing inbound traffic, fewer available agents, and no time to procure specialized equipment, the team faced the urgent challenge of keeping customer service and live programming running for viewers relying on QVC for shopping and entertainment.

Using Twilio Flex and Twilio Studio, QVC Italy built a fully virtual contact center in about five days—repurposing laptops from returned‑merchandise stock and adapting their existing Twilio IVR. Adding WhatsApp and multi‑channel handling let agents manage up to five conversations at once and reduced response times; by April 2020 the operation was handling millions of voice minutes and thousands of SMS/WhatsApp messages monthly, allowing QVC to sustain service, improve efficiency, and keep customers engaged during the crisis.

QVC

Claudio Rivabene

IT Business Relationship Manager