Large Bowling Centre Chain

Demonstrates:

Flexible and responsive contact centre solution
Premier customer service
Regional campaign promotion and support
Localised product knowledge delivery

The Challenge:

To provide an outsourced contact centre solution that maximises booking opportunities, responds to seasonal and weather dependant call fluctuations, increases bookings and capitalises on new business opportunities across the different bowling centres. All with the overriding objective of maintaining the bowling centres regional identity:

Contact solution to answer 400,000+ calls per year
Central location with localised knowledge
Access to client central server and booking system
Access to client fulfilment requirement completed by the outsourced provider
On site experienced training facility
Multi-skilled brand advocates handling inbound and outbound calls

Dataforce Solution:

From July 2007 the Dataforce Interact has provided a centralised service that supports the entire plaza’s for the following activity –

Telephone bookings and customer service queries
Email enquiries
Knowledge web support & .net SQL server
SMS messaging
Web chat facility

The service is available seven days a week with a contact centre team that flexes from 25 up to 55 brand advocates at times of peak activity. Flexible resourcing is essential to support the significant fluctuations in booking activity, that is not only seasonal but can be daily and hourly often driven by inclement weather. We support this channel by providing a telephone and email management service for online payment issues, general queries, handling and resolving complaints.

We integrated our contact centre switch, Knowledge Base and Helpmatic Pro with the client booking system, giving our brand advocates complete visibility of each centre, its activity, availability and special offers - enhancing the customer experience by tailoring the customer journey to the regional area.

We provide web chat and co-browsing as a means of direct support to any customer experiencing difficulties on the client website. This facility allows our brand advocates to follow customer progress through the website and support or step-in at any point if requested. Ww also provide SMS text messaging to drive marketing activity in response to regional special offers to generate increase revenue.

Our solution supports direct marketing based on a variable pricing matrix which fluctuates dependant on centre geographical location. The .net server platform offers a wide range of services including ‘Knowledge web’, an online browser which provides a consolidated base of the client brand including pricing and seasonal offers. The contact centre team ensures efficiencies and effectiveness is continually reviewed to drive improvements at every level.

Results:

Average booking conversion rate of 62%
Total brand immersion and close working relationship with regional operational managers where expectations are always met and often exceeded
Service Levels exceed expectations coupled with excellent customer service
Excellent mystery shop results providing independent analysis of our quality and customer service
Ability to geographically identify high booking areas and target specific areas via email and SMS channels
Advance planning based on flexible resources and accurate call analysis
Accurate and timely management of booking confirmation and invitation stock and warehouse distribution