Failing telephony hardware hinders Attraction Worlds growth
Attraction World, the UK's leading theme park and attraction ticket specialist, has implemented NewVoiceMedia’s cloud-based telephony solution, ContactWorld, within its UK call centre to support the company’s expansion and increase answer rates to over 90 per cent.
Attraction World is a rapidly expanding company with a turnover of over £50 million. During peak summer periods its UK call centre is handling up to 800 calls a day, predominantly from travel agents looking to book tickets for attractions in the UK, Europe and the US on behalf of holiday-makers. Historically, the company managed these calls with an unreliable hardware-based system that could not handle the large volume of calls, with many dropping off the line or left on hold in an inaccurate queuing system. Attraction World needed a telephony solution that offered high quality support, flexibility and, most importantly, a cloud-based solution that would sit alongside the rest of its virtual infrastructure.
“Our old telephony solution was useless at managing large volumes of calls, and the quality of service we received was disappointing. ContactWorld was recommended to us by Star Technologies, our IT providers, and we haven’t looked back since. NewVoiceMedia’s hosted platform effectively manages all calls efficiently so we can serve our customers better. The company’s passion and professionalism shines through in all their work, from providing us with individual call plans to giving us a global snap shot of all the calls in progress,” explains Russell Parr, Business Development & IT Director at Attraction World. ContactWorld allows us to add or remove agents in response to peaks and troughs in demand, which is highly cost effective. It would be fair to say, that without implementing the system our continual expansion would not be going so smoothly.”
Jonathan Gale, CEO at NewVoiceMedia, comments: “Attraction World is going through a very exciting period, and we are pleased to support their growth plans. ContactWorld has the flexibility to support the company’s expansion and ensure that they maintain a high level of service on a global level from across the UK, through to Europe and the US.”
Moving forward, Attraction World is looking to implement priority routing functionality, which will intelligently direct calls to the most suitable agent, increasing the productivity of the business further.