HomeChoice offers home shopping direct to the consumer via catalogue mailing, Internet and telemarketing agent sales. It first contracted with Orion in 2002 for a least cost routing (LCR) system to reduce call costs.
Its 180-agent call centre in Claremont, Cape Town, makes an average of 25,000 calls per day, including cellular and national. The organisation says that it has achieved savings of up to 50% per month since engaging with Orion.
"We had numerous telecoms vendors on site," says HomeChoice's Neil McIntyre. "Our aim was to consolidate HomeChoice's requirements with one vendor who could meet all our needs. Orion came out tops in terms of service and costs.
"We have a dedicated account manager to monitor our traffic and usage patterns.
"This ensures that our equipment is being optimised and it addresses discrepancies immediately so that our savings are always maximised. Its per second billing option also increases savings substantially."
Termination options can vary between full VoIP, on-site GSM or a hybrid of the two.
HomeChoice has chosen a hybrid solution because of its high volume of call traffic, which also means the company is assured of redundancy.
Source: Computing SA
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