Ticketing Solutions

• CallScripter is able to provide a total contact center solution, specifically targeted to manage complex ticketing enquiries

Our comprehensive software suite provides an innovative series of ticketing and event management solutions to companies representing various sectors including; music festivals, concert and theatre performances, leisure activities, theme parks, visitor attractions and customer service lines.

Because leisure industry clients often have an extensive product range, a simplified process and a central system is required that can effectively pull together all the options and present them to agents in a clear and concise manner.

CallScripter can provide the following benefits:

• Maximized revenue from lucrative cross-sells and up-sells
• Data that is consistently captured correctly and accurately
• Full MI reports provided historically, and also in real-time
• Increased customer service levels, therefore increasing customer loyalty

Allowing agents to handle each enquiry through a branded interface, CallScripter also offers real-time views of available capacity and any special offers, ensuring that the agent is completely confident that they will always provide accurate information and pricing to callers.

CallScripter can fully integrate with your existing payment gateway; ensuring real-time payments are collected whilst the caller remains on the line. Overheads are reduced greatly as CallScripter negates the need for traditional printed tickets: e-tickets are automatically generated and delivered direct from the agent’s screen. This reduced time spent per transaction significantly increases the quality of service offered to customers.

Offering outstanding reporting functionality, real-time reports from a central server allow both the contact center and the individual attraction (or event) to have instant access to all the required MI, e.g. ticket sales, capacity, etc. Full media analysis can also be supplied, thus ensuring marketing spend can be tracked and amended as necessary.

Ticketing Case Study - Merlin Entertainments Ltd

Merlin Entertainments is the world’s second largest global entertainments company. This umbrella corporation encompasses some of the most internationally known visitor attractions, including Madame Tussauds, the London Dungeons, Alton Towers, Warwick Castle, Legoland Windsor, SEALIFE Centers and The London Eye, to name but a few.

Ticket sales for the organization are both wide-ranging and complex, with a huge variety of options available to the consumer. For example any given purchase includes the choice of attraction, date, time, and specific ride tickets. The selections are almost infinite.

The existing ticketing platform was not sufficiently equipped to process sales efficiently and a decision was taken to install a new platform.

Solution

From the outset, it became obvious that CallScripter offered the functionality and flexibility required to simplify the process in the Merlin contact centers. The CallScripter software has all the capabilities to meet Merlin’s needs, and through joint development and extensive discussion, the perfect solution has now been installed.

CallScripter guides all of the booking agents through the sales process, prompting for the required information, as well as providing special offers, opening times and Fast-Track ticketing options for their leading attractions.

CallScripter allows for real-time credit/debit card processing, along with payments by check and BACS (which are separate processes after the call).

Merlin are now able to administer their own tickets through the CallScripter software, using an administration script, and auto-export the bookings across to their ticketing system (Gateway Ticketing), all undertaken in real-time.

Within the last year the software provided by CallScripter has enabled Merlin to further enhance their ticketing operations, and they are now able to send confirmations to callers directly from the CallScripter program, without needing the use of any third party software.

Customer profiles are also stored so that they are available for quick referencing for repeat callers. Call type reports can also be generated to see if there is anything that can be done to filter down unwanted calls before they get to the call center, in order to aid efficiency.

CallScripter will automatically send reminder emails to customers if they have not completed payments, and these reminders can be sent up to 5, 10, 15 or even 20 days before visiting the attraction. This one aspect has particularly helped to increase the overall revenue of the Merlin ticketing sales.

The CallScripter contract will result in the continued development work to meet the ever-evolving needs of Merlin, and tangible solutions will constantly be delivered.

Results

The application has now been rolled out throughout the Merlin Entertainments group of companies and the early results are positive.

Steve Messenbird, Head of Merlin Contact Centers, commented: “We couldn’t be happier with CallScripter. From the word go, we have found their team to be intuitive and fully aware of our needs, whilst at the same time projecting total confidence in their product. The implementation of CallScripter has resulted in a far smoother process for both the customer and booking agent, a win win situation all round”.