To provide non-web users a synchronised IVR and contact centre service for a Weetabix on-pack promotion called “Virtual Butler”.
IVR provided helpful information and qualified the caller before diverting to a call centre agent. We provided real-time competition entry facilities and claim services.
GFM maximised the customer experience by building a user-friendly IVR service combined with an instant results contact centre service.
Over 200,000 callers to the IVR system and over 25,000 callers diverted to the contact centre for help and potential prize claims.
GFM
Concept and design
Contact Centre Integration
Call scripting and voice-over
On-pack-codes winning system
GFM
IVR System
Live Operator Contact Centre
Mid-call divert
Fulfilment of prize letters
