Case Study: Decathlon boosts call handling efficiency with VCC Live

Decathlon handles 13k calls a month with VCC Live

Decathlon, a global sporting goods retailer, faced challenges with its outdated on-premise call management system, which was inflexible and suffered from patchy connections. This basic system hindered their customer service capabilities. To address this, they partnered with vendor VCC Live to implement its cloud contact center platform.

VCC Live's solution provided a customizable IVR system, CRM integration, and a built-in company phonebook. This implementation resulted in Decathlon efficiently handling an average of 13,000 inbound calls per month, with 92% of calls being handled within their service level agreement and a call abandonment rate of under 5%. The results provided by VCC Live significantly boosted the retailer's customer service efficiency and data security.

Decathlon