Travel firm gets spectacular ROI on telecoms upgrade

ravel operator Travelsphere has deployed a call-back system from communications integrator Affiniti to deal with a surge in customer enquiries.

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Travel operator Travelsphere has deployed a call-back system from communications integrator Affiniti to deal with a surge in customer enquiries.

Travelsphere, which already uses Affiniti’s telephony services, began using the OpenQueue call-back system on 2 January, to deal with its new year sales rush. The travel firm receives a large volume of phone calls every hour in the first six weeks of the year, peaking around its weekend newspaper advertising slots.

The OpenQueue system has allowed Travelsphere to manage the surge in traffic by offering callers who wait longer than 30 seconds the option to request a call back. Customers are then automatically contacted later in the day.

Travelsphere has also installed Affiniti’s intelligent call routing technology to direct overflow calls – and calls received when the travel firm’s contact centre is closed – to a third party service.

The OpenQueue deployment has reduced the peak time burden on Travelsphere’s contact centre, with more than 90% of longer waiting customers choosing to receive a call back, rather than continuing to wait.

Travelsphere customer services director Alex Mead said: “One of the biggest frustrations for customers wanting to talk to a company on the phone is being stuck in a call centre queue. OpenQueue has helped us to deal with this problem – nearly everyone who requests a call back gets one within 15 minutes, and all within at most an hour.”

Mead added that Travelsphere’s investment in the system had paid for itself “in less than a month”.

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