Catalogue of Success.

State-of-the-art contact centre powers multi-channel retailer.

Founded in 1991 by entrepreneurial businessman Iain Burgess, the BVG Group is a leading multi-channel retailer of clothing, home and garden products, sports goods and fishing tackle. With four UK sites and a headquarters in Wales, their main retail channels are mail order, newspaper reader offers and online. Winner of multiple business awards, the company strives for innovation and excellence in everything it does.

With no physical stores and receiving a high volume of customer orders by telephone every day, business communications lie at the heart of BVG’s operations. In 2013 it was identified that the existing systems could not support their plans for growth. The phone system was approaching end of life and calls couldn’t be shared across sites. In addition, the network was expensive and performing poorly.

After discussion with many potential providers, Bistech’s highly strategic approach proved the perfect match for BVG. Business communications were quickly rationalised and the team at BVG soon benefitted from Bistech’s incredibly fast response times, crucial in a call centre environment.

The tailored contact centre with integrated email queuing gave BVG’s customer service agents the management tools needed to process orders more efficiently. As a result, the bill for BVG’s external overflow call centre services was substantially reduced.

Since the rollout of the new solution, turnover at BVG has grown from £55m to £81m, with further significant growth anticipated. And Bistech will continue to provide the strategic communications partnership that will enable BVG’s vision for the future to become a reality. 

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