Unified international telecommunication system The Portugal-based company Gigashopping runs TV sales channels in Portugal and Brazil for subscribers to the Portuguese-language cable television channel TV Cabo. The compa- ny sells a wide range of products, varying from beauty products and cosmetics to fitness equipment. Incoming phone calls and orders are handled by a 47-member operator team. www.gigashopping.tv Challenges One of the most notable characteristics of teleshopping is that, after an advertisement is broadcast on TV, the number of orders placed over the phone usually immediately rises significantly. Due to this type of ‘impulse shopping’ buyer behaviour, there are often too many incoming calls for operators to physically be able to handle. In such cases, it is important

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