Shelving retailer Tufferman use Address Validation to reduce call centre costs

Shelving retailer Tufferman use PCA Predict’s Address Validation tool,  to reduce outsourced call centre costs and reduce shopping basket abandonment on their website.  

Alongside our digital advertising, we also allocate a large proportion of our budget to national newspaper campaigns. We have found that customers who buy from newspapers are more likely to place their order over the phone, so we have needed to provide a round the clock Freephone order line. As a small business, it’s difficult to resource this in house so we have outsourced this to a trusted call centre. Paying by the minute for calls, this is really where PCA Predict’s Address Validation tool comes into its own.

Using Address Validation on average reduces the time for the call centre operatives to take an order by around 30-60 seconds, which is a huge overall saving for us in call costs, as well as making the whole ordering process for our customers as slick and easy as possible.

We also use Address Validation on our website, speeding up the checkout process and reducing shopping cart abandonment. Our site platform is Magento, so integrating it for our developer was super simple using the readily available extension.

It all just works. Seamlessly.

– Luke Barlow, Director, Tufferman Ltd