This month, we chat to Ella Piper and Nicola Pinborough as we celebrate the success of our ticketing teams!

LONDON THEATRE DIRECT CONTACT CENTRE

Ella Piper – London Theatre Direct
Previously based in Prague, we have spent the last 12 months developing a new Contact Centre for LTD based in the West End.

With a brand-new team, we have used this time to build our department and ensure a smooth handover including adding some additional responsibilities, like partner services, groups, and vouchers. We have also added a phone line to the service that we provide and adapted old processes to reflect the ever-changing new rules in a post-Covid West End.

We have had over 1,000 5-star reviews across Trustpilot and Google which has helped us to increase our overall Trust Pilot score to 4.5.

Our plan for the next few months and beyond, is to strengthen the foundations that we have put in place in order for us to help support and service our customers further. We will be looking at our systems and processes to ensure that our customers are getting the best service possible, so they return to us time and time again.

Read some of the fantastic LTD customer feedback below!

SOUTHEND CONTACT CENTRE

Nicola Pinborough – Southend Contact Centre
The Contact Centre based in Southend was a new initiative formalised in August 2021. With a team of 14 contracted staff and a small number of causals, we received just under 20,000 inbound calls in October and with a current daily average of 800 calls a day, we are set to surpass this number. With no prior knowledge of venues outside of Southend and minimal foundations of which to work from, the team have collectively built a Wikipedia of information for each venue, enabling them to quickly respond to the needs of our customers.

Given the volume of calls we currently receive, our focus has been to analyse the various reasons for customer calls outside of ticket purchases and based on our findings we are about to launch a Customer Service section to our phone lines, offering customers the option of an immediate audio response to their query. In conjunction, we will also be adding an in-depth Frequently Asked Question segment of our websites, to enhance our customer’s online experience.

Our future plan is to continually strive to align and adapt our services, to the ever-evolving customer journey, with new initiatives, systems, and processes.

I’m immensely proud of my teams accomplishments, resilience, and sheer determination through some very challenging times and we look forward to prosperous times ahead.

Here is some of the fabulous customer feedback about Southend contact centre!

I would like to commend Stevie on his patience and kindness in helping me book tickets for your forthcoming pantomime. I kept looking at different options – at the same time ringing my granddaughter to check the seats were suitable for her 2-year-old – and at all times Stevie remained calm and polite – nothing was too much trouble. He explained calmly and courteously that there were no concessions at the performance that I wished to book – and I finally managed to complete the booking – I hope that I am fortunate to speak to someone like Stevie when I book tickets again – he is a credit to you and your organisation.

We spoke to Charlotte regarding ticket changes, she was so lovely, professional and so helpful and got the issue sorted straight away! She deserves some recognition! Thank you! 

I was so impressed with the patience and help received from Jo today that I decided to put it in an email. My mother is elderly, and Jo kindly answered dozens of concerns that I had. I asked her how long she had worked there, and I was surprised that it was only 3 months as her knowledge was second to none! She is a true asset to your organisation and is such a kind and thoughtful person.

Suzie, thank you for calling back so promptly and for your outstanding customer service. You exceeded my expectations by returning my call so quickly. You had an excellent phone manner, was very professional and dealt with my refund very efficiently. Thank you and well done! You are a credit to Churchill Theatre.

Thank you so much to Paula in your box office for going above and beyond in sorting out our Pantomime tickets for the 29th December. She is a credit to your theatre. I can’t thank her enough. ❤️

Booking tickets over the phone was a very positive experience. The greeter answered my call with a warm and friendly tone. Natasha handled my booking efficiently as well as quickly. She was helpful and informed me that my tickets would be emailed to me.