Pain Point
Need additional contact centre capacity to handle bookings whilst venue staff are busy serving patrons.
Overview:
- National restaurant chain needed a consistent brand experience across 30 venues for callers
- The telephony systems and booking systems were non-standard
- The solution needed to be able to relieve front of house staff from answering calls so they could focus on serving patrons
Challenge:
- Developing a solution that could be replicated across all venues regardless of technology constraints
- Designing a solution that our agents could use with minimal handling time
- Numerous stakeholders involved
Solution:
- We collaborated with the client to identify the key requirements of managing a responsive solution
- We conducted a pilot to prove out the concept
- We identified a suitable model and rolled this out across all venues
The final solution included:
- Customised a live answering service script as a blueprint for all venues, which then only need minor adjustment for each venue
- The client saved significant internal resource costs with a usage based bookings and enquiries handling service
- 70-80% booking rates achieved across approximately 3000 calls per month which would otherwise have been missed
If you’d like to know more about our bespoke booking services,