IVR telephony service aids Spurs ticket sales and saves money
Tottenham Hotspur Football Club has become a pioneer in the use of telephony services that are designed to improve customer service and lower costs. It has already saved them £10,000.
The service, supplied by Seatbooker, the innovative systems and e-commerce company, allows Tottenham to have one telephone number for customer service. Calls coming into this number can be forwarded to Tottenham's own ticket office, their call centre some 150 miles away, their main office, or the match information line.
A Seatbooker spokesperson said "In football and rugby, it is not at all unusual to have retail shops, ticket offices and administration at different locations. We are providing a service that, in the case of Spurs, has saved a planned £10,000 capital spend. It eliminates customer frustration resulting from being told to re-dial because they are through to the wrong department."
IVR systems are normally very expensive. Seatbooker telephony service eliminates capital cost and significantly lowers the running costs. Once again, the use of innovative technology allows us to provide even better facilities to our customers."
Karen Murphy, Ticket Office Manager for Spurs, said, "Many of the callers coming through to our ticket offices are calling for information. They want kick-off times, transport details or sales information for future matches. Using the Seatbooker service, we can provide all of this information quickly and efficiently, leaving ticket office staff free to deal with those wanting to purchase tickets. In addition, callers for season tickets, match tickets and membership, get straight through to the right department without operator intervention."
Callers that need to be transferred, can be connected immediately to another department, irrespective of location. The service is independent of the types of telephone system in use.
Seatbooker are now providing this service as an integral part of their Managed Service, where clients rent the hardware, software, and services, with Seatbooker providing all the processing and backup facilities. Other users of the service include the larger clubs such as NEC Harlequins Rugby Club and Ipswich Town Football Club, and the not so big including Exeter City and Blackpool.