Hosted IVR

August 31, 2012

NewVoiceMedia Enabled UK Event Ticketing Company to Meet Call Volume Spikes

By Tracey E. Schelmetic
TMCnet Contributor

As call centers see rising costs of doing business, and lower revenue that demands cost-cutting, they have a dilemma. Keeping staffing levels low to avoid unnecessary labor costs and agent idle time is tempting, but then there's the risk that unexpected call volume spikes will overwhelm the contact center, burning out agents, worsening KPIs and irritating – even driving away – customers.

CrowdSurge, a UK-based event ticketing company, is reportedly working with UK contact center solutions provider, NewVoiceMedia (News - Alert), to deploy a system that can help manage these increases in call volume and enhance the customer calling experience.

CrowdSurge, which provides services to artists, bands, promoters and venues to help close the gap between rights holders and their customers, has as of late experienced significant rise in call traffic to its contact center and expects continued growth.

The company is partnering with NewVoiceMedia to ensure that ticket purchasers receive the best possible service, even in the face of unexpected call traffic spikes. The new service is expected to help provide a solution to ensure that calls are dealt with effectively, even during the busiest periods. Each call is intelligently handled, with intuitive IVR messaging and efficient call routing helping to connect customers with the right agents.

“Our incumbent technology was six landlines using an Avaya (News - Alert) telephone system, we didn’t want to purchase extra hardware or software and our main challenge was to ensure that calls were not lost and all were answered quickly,” said Noel Edwards, GM of CrowdSurge.

Adding, “NewVoiceMedia’s ContactWorld can be implemented in a matter of days without the need for specialist hardware or software and gives us the technology we need to deliver for our customers.”

CrowdSurge says it is now able to route through as many calls as it receives, eliminating dropped and abandoned calls. Today, callers receive a message announcing the hotline and an IVR menu to alert the sales representative whether they want single, group or school bookings. CrowdSurge is also able to record calls for monitoring purposes and access statistics to highlight busy periods, enabling them to predict when more staff may be needed.

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Edited by Brooke Neuman