Company Sites: 1

End Users: 51-200

Solution: ??

 

Challenge

The Sydney Roosters wanted to grow their membership numbers, which in turn would drive the National Rugby League (NRL) club’s revenue. To achieve that goal, the Sydney Roosters knew they would need to offer exceptional customer service.

The club already had a call centre, but they had no call tracking or analytics in place. That meant they did not know how many calls they were getting in relation to new memberships and renewals, or how many calls were being dropped.

Solution

The Sydney Roosters is part of the Eastern Suburbs Leagues Club network, so it was using the same Alcatel Lucent Enterprise (ALE) phone system. BTAS was able to make use of that existing on-site infrastructure to add an ALE contact centre solution on top of it.

After the contact centre engine and user licenses were added, BTAS provided training to staff at the Sydney Roosters’ contact centre. It was the first time the staff had access to use a multi-function call centre solution, so the training showed them how to effectively use and manage it.

Outcome

The addition of a call centre solution provided the Sydney Roosters with analysis of call flow into the business. The club is now able to use that insight to answer more calls more efficiently and provide better service to customers.

 

About Sydney Roosters

The Sydney Roosters is an Australian professional rugby league football club based in the Eastern Suburbs of Sydney. The club competes in the National Rugby League (NRL) competition and is one of the oldest clubs in Australian rugby league history.