For most hockey fans out there, the game is more about the intense action, victories and all the flying sticks and pucks out on the ice rather than how many fans watching or attending every game. From a business perspective though, gaining loyal spectators to frequent games is a very important element for a sports team.
When NHL team the Columbus Blue Jackets needed to better track and monitor the work their sales team was doing to attract groups and individuals to their home games, they sought a workforce optimization solution that would help gain insight into telephone conversations their sales team was having as well as offer tips for improving their outreach.
The sports teams’ 29 sales reps are tasked with selling tickets, offering loyal service to repeat customers and establishing long term relationships – mostly using the telephone to place about 300 calls per day. To get staff ready for these calls, management would typically have them do role playing exercises and endure an observation session with a manager to ensure their phone skills were top notch.
Because team members were making so many calls in one day, going back to particular conversations flagged for needing improvement required a pretty sharp memory. To combat this issue, the sales management team for the Columbus Blue Jackets needed an enterprise call recording solution that was more sophisticated and could offer clearly recorded calls that could be later accessed and used to train sales staff in the context of their actual call.
Enterprise call recording solutions provider CallCopy (News - Alert) offered their cc: Discover workforce optimization suite to the hockey team, which has allowed them significantly increase their training and support for sales teams.
To gain the most out of the solution, the Columbus Blue Jackets selected modules for quality assurance, call recording, screen capture and coaching and training.
With priority-based archiving for example, it’s possible for the sales management team to set rules for which calls are kept short term and which ones are archived for transaction record retention. Also, managers can now sit down with agents on a weekly basis and listen to actual recordings of their interactions and point out areas needing improvement as well as areas where they were strong on the call, and should practice again on future calls.
“CallCopy’s solution works perfectly for our needs,” said Bob Sivik, vice president of Ticket Sales and Service. “Recorded calls are very clear and are available in real-time, giving us the flexibility to address any major issues immediately. We needed a call recording platform that gives us a good sampling of calls so we could improve training and ultimately bring in more patrons to our exciting fan experience. The solution exceeds our expectations and we look forward to a long-term partnership.”
Edited by Jennifer Russell