22 Nov 2007
Liverpool Football Club is installing interactive voice response (IVR) technology next year so it can switch internal resources from dealing with ticket sales to solving customer service issues.
The call centre is limited and can struggle to cope with spikes in demand, according to Liverpool IT manager Ken Webster.
“When there was a Cup game, we blew a BT exchange with the volume of phone calls,” he said.
“We discovered that 80,000 calls were coming from 20,000 unique numbers so lots of people were having to redial.
“An IVR platform is automated and it can increase the number of stations dealing with calls.”
The biggest potential challenge will be integrating the IVR technology into back-end applications.
"The inhibitor becomes how many people the back-office system can deal with booking seats,” said Webster.
“The block is moved along the line, but we can increase power and use queuing systems,’ he said.
Have your say on this article
Newsletters
Latest stories from Networks
Latest videos
You may also like
Networks jobs
Technology Patent Wars
Case studies from large organisations across all sectors
... And rich media, and flexible working, and peaks in traffic ...
Upcoming Events
Join us for this Computing web seminar, in which the Head of BI at the Co-operative Group Nick Colebourn will be explaining just how he reigned in the Group’s sprawling database estate and how significant savings were realised and data quality improved as a result.
Date: 31 May 2012
Time: 11:00 AM
Live June 13th 11:00am: Register now. During this web seminar we will be looking at the sorts of incidents that can bring data centres grinding to a halt and what can be done about them.
Date: 13 Jun 2012
Time: 11:00 am
Receive the latest jobs direct to your inbox
Are you being paid what you are worth?
