logo

Last Update

This profile was last updated on 6/21/2017 and contains contributions from the  Zoominfo Community.

is this you? Claim your profile.

Wrong Bryan Whitney?

Bryan Whitney

Director

Urban Outfitters , Inc.

HQ Phone:  (215) 454-5500

Direct Phone: (215) ***-****direct phone

Email: b***@***.com

GET ZOOMINFO GROW

+ Get 10 Free Contacts a Month

Please agree to the terms and conditions.

I agree to the  Terms of Service and  Privacy Policy. I understand that I will receive a subscription to ZoomInfo Grow at no charge in exchange for downloading and installing the ZoomInfo Contact Contributor utility which, among other features, involves sharing my business contacts as well as headers and signature blocks from emails that I receive.

THANK YOU FOR DOWNLOADING!

computers
  • 1.Download
    ZoomInfo Grow
    v sign
  • 2.Run Installation
    Wizard
  • 3.Check your inbox to
    Sign in to ZoomInfo Grow

I agree to the Terms of Service and Privacy Policy. I understand that I will receive a subscription to ZoomInfo Community Edition at no charge in exchange for downloading and installing the ZoomInfo Contact Contributor utility which, among other features, involves sharing my business contacts as well as headers and signature blocks from emails that I receive.

Urban Outfitters , Inc.

5000 South Broad Street

Philadelphia, Pennsylvania,19112

United States

Company Description

Urban Outfitters, Inc. is an innovative specialty retail company which offers a variety of lifestyle merchandise to highly defined customer niches through 240 Urban Outfitters stores in the United States, Canada, and Europe, catalogs and websites; 218 Anthropo...more

Background Information

Employment History

Director

Gap Inc.


Regional Director

Amcom Software Inc


Web References(6 Total References)


www.georgiatrend.com

About 20 more employees are expected to join the 205-member workforce next week at the customer care center after it opened Aug. 18 at the former Mike's Furniture store on Bobby Jones Expressway, said Bryan Whitney, the Urban Outfitters Contact Center director.


www.callfinity.com [cached]

Bryan Whitney
Director of Urban Outfitters Contact Center Urban Outfitters and Callfinity have been business partners since 2007. Bryan talks about our relationship and the benefits of working with Callfinity.


www.speechtechmag.com

"[We're] unique in that we answer our calls within 15 to 10 seconds," says Bryan Whitney, Urban Outfitters' director of call center operations.Using the call dispositioning feature, Whitney soon learned that many of the calls coming into the contact center were related to Urban Outfitter gift cards, and of those, 88 percent were from people who wanted to check their card balances.All of those calls were being handled by live agents."[Management] didn't want people talking to a machine," Whitney recalls."When they heard the gift balance calls that we'd captured through the dispositioning and saw the percentages, they said it makes absolute sense [to automate it]." So in December, Urban Outfitters added an interactive voice response (IVR) system to handle those calls.It gives customers calling for a card balance the option of going either to an agent or straight to automation."I'd probably never have been able to do that internally because of our customer service standard," Whitney muses. Call dispositioning is also helping Urban Outfitters identify and respond to customer concerns and complaints about the messages portrayed on some of its t-shirts, for example.In listening to the calls, company officials can quickly identify exactly what item caused the flare-up and the parties that are lodging the complaints.Whitney can then take that information to the relevant people within the company who will use the data to determine what, if any, action needs to be taken. "The Urban brand can have some things that can cause people some unrest at times, things that are not politically correct," Whitney says."We know the standards and what the flow should be at different times, and we can dig down and actually listen to the call and say, 'This t-shirt, people are saying it's offensive for this reason'."While the advantages of better business intelligence are clear, some of the softer benefits are not immediately obvious.For one, Whitney sees CallFinity's solution as an excellent training tool for his contact center employees.Thanks to CallFinity's recording solution, he now has a library of samples—including not only the call recordings but also the agent's screen pops—that he can access to demonstrate to his staff the perfect customer service interaction for a given situation, taking into account more abstract variables such as tone and emotion in the agent's voice.Previously, he appointed other staff members to monitor live calls.Recording every employee's conversation has eliminated the potential subjectivity of the performance evaluation.Whitney anticipates additional savings as Urban Outfitters continues to focus on issues and opportunities culled from CallFinity's solution


www.speechtechmag.com

"We have implemented their Quality Monitoring application because it increases our ability to evaluate and improve our customer service interactions within the Direct Contact Center," said Bryan Whitney, director of call center operations at Urban Outfitters."


www.callfinity.com

Bryan Whitney, Director of their Contact Center, talks about our relationship and the benefits of working with Callfinity.


Similar Profiles

city

Browse ZoomInfo's Business
Contact Directory by City

city

Browse ZoomInfo's
Business People Directory

city

Browse ZoomInfo's
Advanced Company Directory