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In first year, unit took over 81,000 phone calls for less than cost of one new employee. The unit had an instant ROI. Next Application

With great success of DTT1000 VRU in Traffic and Logistics applications, IT staff next applied this solution to Accounts Payable Department where associates were constantly on phone answering hundreds of daily inquires from vendors all over world. This unit now takes about 40,000 calls a year from suppliers, which no longer require human assistance, thus improving overall efficiency of department.

In past 3 years

Like many companies, Big Lots chose DTT1000 VRU for it's low cost, but fell in love with unit for ease of customization, ease of system administration, scalability, and line monitoring. By using their own log reports, IT staff is able to determine best usages for their units. Over time, additional applications are now handled by this technology including Store Deliveries, Help Desk, and a complete Associate Survey System.

Get Real

One of more interesting applications at Big Lots is an employee Safety and Shrink Awareness Program entitled "Get REAL" This is an employee survey, which is simple in scope and nature, consisting of four questions geared toward reducing shrink and theft as well as creating a safe working environment. "Keeping associates sharp on this type of information is important. It is a great way to interact with employees individually and distribute current information from corporate level." says Kirk Smith. "Amazingly, this system is now taking about 30,000 calls a month."

What's in Future

With three units running 24/7, Big Lots' DTT1000 VRU Units currently take in excess of 45,000 phone calls a month. Big Lots prides itself in "Bringing Brand Name Products at Close Out Prices." They must watch costs in all areas to achieve this mission. The DTT1000 VRU has proven to be a significant tool to achieve this. In past three years, we are averaging an addition of about 12 lines a year as line capacity or new applications require. Kirk Smith states, "We are always looking at new ways to use our units and to continue to leveraging power and efficiency of this technology." By using a combination of their own VRU usage reports and built in graphical line capacity utility, number of lines for each application and what areas that need to be changed are constantly being monitored. The Voice Response Systems allow Big Lots to provide low cost customer service and address 24/7 needs without expensive labor costs. By lowering and maintaining existing personnel budgets, Big Lots can provide their products at their retail stores for low prices, which their customers appreciate. This gives Big Lots a competitive edge in today's tough retail market by providing more for less.

Kirk Smith is Manager, IT Data Center Services Big Lots