Call Center, Part II: On the Front Lines
9/7/17
Recently, we talked about the Telecharge call center and the constant improvements we make to ensure that customers who need help buying tickets get what they’re looking for. But the call center isn’t just about selling a ticket. Agents are the first line of defense for customer service in Telecharge venues. In weather emergencies and other unexpected events, the call center becomes the de facto information center for Broadway. Many customers who purchased online prefer talking with an actual human being in times of uncertainty.
And we do a lot with a lean staff. In the last major snowstorm, calls exceeded 10x the normal volume, with the regular roster of agents rushing to ensure everyone’s needs are met. The surge in call volume during storms, major casting changes, show closings, etc. is exactly why Telecharge developed online exchange functionality and always encourages ticket holders to help themselves when appropriate.
We always say that the call center can survive without the web, but the web cannot survive without the call center. Assuaging fears about canceled performances or star absences lifts the perception of Broadway in customers’ minds and may help future sales; the more people feel taken care of, the more likely they are to return.
It’s pretty simple. No matter how much we move ticket sales online, customer service will always remain a person-to-person concept.
For more information on the Shubert Organization, visit www.shubert.nyc.
And we do a lot with a lean staff. In the last major snowstorm, calls exceeded 10x the normal volume, with the regular roster of agents rushing to ensure everyone’s needs are met. The surge in call volume during storms, major casting changes, show closings, etc. is exactly why Telecharge developed online exchange functionality and always encourages ticket holders to help themselves when appropriate.
We always say that the call center can survive without the web, but the web cannot survive without the call center. Assuaging fears about canceled performances or star absences lifts the perception of Broadway in customers’ minds and may help future sales; the more people feel taken care of, the more likely they are to return.
It’s pretty simple. No matter how much we move ticket sales online, customer service will always remain a person-to-person concept.
For more information on the Shubert Organization, visit www.shubert.nyc.
Originally published in Broadway Briefing.