Sporting Goods Retail Chain
A leading Australian sporting goods chain with 90 stores and a fast-growing online business. Their contact centre handles everything from order enquiries to click-and-collect coordination — with call volumes that triple or quadruple during sale events.
What they faced before Talkwisely
Sale events pushed call volumes 4x above normal. Wait times exceeded 25 minutes and nearly half of all callers abandoned before reaching anyone.
Supervisors had no live view of queue depths, wait times, or agent availability. Problems were identified hours after they started, when damage was already done.
Each store ran its own phone setup with different IVR menus and routing. Customers calling about an online order faced a different experience every time.
Workforce planning was based on gut feel and last year's headcount. Without call analytics, the team was always either overstaffed or overwhelmed.
How we helped them achieve their goals
A single Talkwisely queue handles all inbound calls across the contact centre, with live wait-time announcements keeping customers informed and reducing hang-ups.
Live wallboards show queue depth, average wait time, agent availability, and CSAT scores in real time — enabling instant reallocation of agents when queues spike.
One centralised IVR with consistent menus, hold messages, and routing rules across all 90 store lines — managed from a single dashboard, updated in minutes not weeks.
Talkwisely's analytics identify peak call windows, call duration trends, and team performance benchmarks — giving the workforce planning team data to schedule accurately.
Features Used
Measurable outcomes that speak for themselves
Peak Volume Handled Smoothly
Drop in Call Abandonment
CSAT Improvement
Better Staffing Accuracy
“Last Black Friday was the first time in four years we didn't go into crisis mode. Our supervisors had a live view of every queue and we could shift agents in real time. We handled four times the volume we used to struggle with — and our CSAT actually went up.”
Marcus W.
Head of Customer Operations, Retail Chain
An 8-clinic healthcare provider eliminated phone chaos with Talkwisely's intelligent IVR, call queues, and automatic missed-call SMS — slashing hold times and recovering lost patient appointments.
A boutique UK wealth advisory firm moved from an 88% recording rate and 4% manual QA coverage to 100% automated compliance and AI-reviewed call scoring — without adding a single QA hire.
A fast-growing SaaS company used Talkwisely's AI call analytics and agent coaching insights to replicate top-performer behaviour across their entire sales team — cutting rep ramp time in half.