Challenge: The world’s largest contact lens store, 1-800 CONTACTS, provides prescription contact lenses at competitive prices. Customers like the convenience of having contact lenses mailed directly to the home to save trips to the eye care practitioner. Since 1997, the company has filled more than 15 million orders for over 5 million customers. The contact center is critical to the company’s success.
Approximately 425 contact center agents answer 40,000 to 45,000 calls and 5000 customer emails weekly to place orders or resolve issues. The same agents make 11,000 to 12,000 outbound calls each week to verify prescriptions with eye care practitioners, as required by law, and to remind customers to renew their prescriptions. “Our goal is to retain customers by creating a simple and exceptional ordering experience” says Will Gainer, call center director, 1-800 CONTACTS…
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