JJB Sports selects Amcat technology to manage inbound call handling Tuesday 17 April 2007 PDF Print - New solution will tightly integrate with existing stock and fulfilment systems to provide unified order processing Manchester, UK, 17th April, 2007 - Amcat, a global leader in customer care & interaction solutions has been chosen by JJB Sports TV and Golf TV Pro Shop to provide an integrated call and order processing system for their recently created ‘in-house’ customer contact centre; both brands are owned by parent company JJB Sports PLC, headquartered in Wigan. Their 30-minute ‘Info-commercials’ are broadcast on Sky television channels 664 and 423 respectively and invite viewers to place orders via a free phone number. The Amcat solution integrates its inbound call management functionality with JJB’s existing stock, fulfilment, database and web-based ordering systems, providing their agents with a unified ordering process that is driven from a single screen. Chief Operating Officer at Golf TV Group, Jim Coleman comments on the selection process, “The acquisition of Golf TV Pro shop by JJB Sports PLC provided the group with the opportunity and justification for bringing our previously outsourced operation in-house. After a thorough analysis of the market we selected a short list of three potential partners for the supply of a customer contact management solution. Amcat was the clear winner, not only were we impressed with their in-depth knowledge and their ability to fully understand our business, they were the only company that was able to demonstrate a unified solution. This was important because we wanted our agents to process a complete order, end-to-end, without having to use disparate products from multiple suppliers”. Coleman continues, “The Amcat system is also able to report and analyse the results of our operation, including our peak periods, most popular products, and the impact of our advertising campaigns. This enables us to maximise the efficiency of our staff and technology resources, and get the most from our marketing budget”. To maximise this opportunity, the company has plans to complement its existing inbound campaigns by also using the system for future outbound activities. Coleman, explains, “The data mining tools provided by Amcat enable us to interrogate our database and identify buying profiles that best match products to customers. Examples of how we intend to use this facility is to conduct an outbound calling initiative to existing customers, offering them the opportunity to pre-order highly anticipated products or to buy complementary products to their original purchase. Profiling presents us with a fresh approach to our market; we can now deliver new services to our customers that will encourage long-term loyalty as well as provide new up-sell and cross-sell opportunities.” JJB Sports Plc also has the rights to market ‘official’ merchandise from Everton and Glasgow Rangers football clubs and will also make use of the Amcat system to enhance sales and revenues per order. He concludes, “The implementation was very smooth and the professionalism demonstrated by Amcat’s staff has been exemplary. The system has proved to be adaptable and flexible, and meets both our current and future needs”. -ends- Editor’s Notes: About Amcat: Amcat™ is a leading provider of contact centre solutions. With an Amcat IP-based contact centre platform, organisations can guarantee that each customer contact is intelligent and productive, increasing employee morale and customer satisfaction. The Amcat customer contact platform ensures that companies align their entire organisation around customer care, providing better service at lower cost. As a result, companies profit from better customer acquisition and retention metrics, and ultimately, more revenue and profit. Today, Amcat is helping over 2,000 companies delight their customers while improving efficiency, increasing productivity and enhancing professionalism. For more information visit www.amcat.co.uk or call 0161 772 7100. About JJB Sports: JJB Sports TV and Golf TV Pro Shop are owned by JJB Sports plc which is the UK's leading high street sports retail fascia. Formed in 1971 to acquire a single sports store which had been established in Wigan during the early 1900's, the store portfolio grew to 120 stores in 1994, at which point the Company was floated on the London Stock Exchange. In 1998, JJB Sports acquired the business of Sports DivisioUnn, which was JJB's largest competitor at the time. The acquisition then made JJB the largest sports retailer in the UK. JJB now trades from over 430 stores nationwide whose principal aim is to supply its customers with high quality sports clothing, footwear, replica kit, bikes and fitness / golf equipment at competitive prices. JJB also currently operates a rapidly expanding chain of combined health club / superstores together with a number of soccer centres. The combination of a health club and superstore operating from the same site provides two income streams and enables JJB to offer its health club members very competitive membership fees, delivering excellent value for money for the members. Press Contact: Jane Moores, TTA Communications LTD. 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