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TicketsWest provides a complete computerized ticketing solution for concerts, athletic events, and other major entertainment events throughout the U.S. TicketsWest offers a robust e-commerce solution, with services, and technology that enables companies and venues to sell tickets online, as well as a complete hosting of box office operations, call centers, and regional retail outlet distribution. The company sells 6 million to 7 million tickets annually.
One of the reasons the company decided to institute Automated Agents was the large number of non-revenue-generating, informational-type calls the centers receive. "In this industry, call centers like ours are handling 70% of the phone calls from people just looking for information, like show times. We tried to evaluate how to lower our per-ticket cost and decided the call center was what we wanted to target, " said Jack Lucas, VP of TicketsWest. Automated Agents will lower TicketsWest's labor costs by about 60%. Customer Service Representatives (CSRs) make about $9.50-$15 an hour so the savings will be large.
The first phase will take informational calls and the second phase will handle ticket transactions.
Problem
- Needed to lower per-ticket costs. Targeted the call center to reduce costs.
- 70% of calls are non-revenue generating, informational calls.
Solution
Benefits
- Automated Agents handle 75% of all calls
- Labor costs are expected to be reduced by 60%
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