Sanderson, the publicly owned UK provider of IT software and services, has won a new contract to supply M and M Direct Limited with visual call centre technology

M and M Direct, based in Leominster, is the UK's number one sports and fashion discount home shopping company. With almost half of its business coming in through the call centre M and M wanted to improve facilities for their operators and at the same time raise customer services levels. When taking orders, the technology provides operators with an on-screen image of the product supported by additional sales information. This enables operators to add value to the buying process, improve order accuracy, speed up response times and take advantage of cross and up sell opportunities.

Each call centre and customer support operator has been equipped with state-of-the-art 'thin client' terminals with large easy to use TFT monitors. These provide online access to the Sanderson multi-channel solution and M and M's website.

According to Tom O'Neil, Call Centre Manager at M and M Direct: "This has been a massive help to our operators in enabling them to offer better service to our customers. The 'knock-on' effect has been an increase in sales from improved selling techniques and better information about product features and available stock holding. The new facilities have given our operators more confidence when dealing with customers which in turn has boosted the moral of the team."