A new book

Citation

(2001), "A new book", Work Study, Vol. 50 No. 6. https://doi.org/10.1108/ws.2001.07950fab.007

A new book

A new book

Major improvements to the booking systems of British Airways London Eye and other Tussaud's Group attractions are being made as a result of a recent review of the automated call handling capabilities completed by Catalyst IT Partners. The changes will produce major savings and were identified when Catalyst recently reviewed the scope and performance, the true costs and the future options of IVR activity at all Tussaud's Group attractions. Catalyst is also to conduct a Discovery Audit on the call handling processes and expects to identify further improvements and cost savings.

The Tussaud's Group operates some of the UK's leading attractions including Thorpe Park, Alton Towers, Chessington World of Adventures, Warwick Castle, Rock Circus, Madame Tussaud's, The Planetarium and British Airways London Eye. IVR is used at these sites to help handle over 21,000 calls each day, a figure that includes over 14,000 calls received daily by the London Eye's automated booking system alone. A 30-seat call centre operates at Thorpe Park supplemented by smaller call centres at other attractions. IVR is used to handle overflow calls at these sites.

Major savings will be made by consolidating all outsourced IVR services with Opal for which Catalyst has helped to set up service level agreements with defined service targets, penalties for service deficiencies and effective disaster recovery plans. Opal was selected as it provides an extremely flexible service including detailed management reports that give a clear picture of key statistics such as call abandon rates, speed to answer, etc. It also does not levy call minute charges for standard IVR services.

The Tussaud's Group will also be implementing changes to streamline the IVR menu structures and operational facilities that were identified by Catalyst when it conducted a "mystery shopper" exercise across all attractions.

According to Chris Dare, Group IT Services manager of the Tussaud's Group: "Catalyst has a reputation in the industry for delivering effective call centre solutions and proven experience of working with blue chip organisations such as the RAC, Abbey National and the BBC. The optimisation of our automated call handling processes will play a major role in improving the level of customer service across all our attractions as well as producing significant cost savings."

For more information visit www.catalyst-it.co.uk