IVR

Travel agency hub Flight Centre has selected Elite Telecom to deploy a new telecom system to direct customer calls across its national store network.

 

The company has more than 100 outlets nationwide, and it controls the flow of incoming enquiries through its call centers and reacts flexibly to fluctuating call volumes or capacity at individual stores.

 

The network IVR system reduces waiting times and disruption for customers, while minimizing the number of dropped calls.

 

Network call recording is another new feature that allows the business to improve customer service and help to handle complaints. The system also includes a call reporting facility that allows Flight Centre to track calls to each individual outlet to review the efficiency of its system.

 

“Flexibility is essential in our ability to handle call volumes, which tend to fluctuate depending upon the time of day or the availability of certain stores. Our new system allows us to react nimbly to these changes,” Steve Norris, marketing leader at U.K.-based Flight Centre, said. “We’ve always endeavored to ensure our customers receive the highest level of service and we’re confident they will see further improvement to their waiting time and the overall experience they receive. Customers should also take comfort from our new call recording capabilities, which monitor the accuracy of information they have received, affording them greater certainty over their booking arrangements.”

 

Mark Smith, technical consultant at Elite Telecom, said, “The network based IVR solution gives Flight Centre the level of control they were looking for.” As a result, they now have the ability to manage which calls reach which store, and when.

 

“We understand our clients’ needs and for a business like Flight Centre, which relies heavily upon telephone enquiries, every dropped call is lost potential revenue,” Smith said. “We’re confident that the new framework will negate this risk in future and the extra features will develop the customer experience.”