Overview

The National Theatre is a cornerstone of the UK’s cultural landscape, renowned for its innovative productions and commitment to engaging diverse audiences. To enhance its audience experience and streamline customer interactions, the National Theatre partnered with QuayTickets for its omni-channel contact centre services. This collaboration exemplifies how tailored customer support can elevate an organisation’s operational efficiency and customer satisfaction.

Business Challenges

The National Theatre faced several challenges that necessitated specialised contact centre solutions:

1. Diverse Customer Needs: The theatre’s audience includes individuals with varying requirements, from ticket purchases, after sales care and general enquiries.
2. High Call Volume: Managing fluctuating demand during peak periods required a reliable and scalable system.
3. Maintaining Brand Identity: Ensuring consistent representation of the National Theatre’s brand across all customer interactions.

Objectives

1. Enhance Customer Support: Deliver seamless, high-quality assistance across all communication channels.
2. Streamline Operations: Manage high volumes of enquiries efficiently without compromising service quality.
3. Support Brand Identity: Ensure all interactions reflect the National Theatre’s tone and values.

Solutions Implemented

To address these challenges, QuayTickets provided a comprehensive suite of contact centre services tailored to the National Theatre’s needs:

1. Expertly Trained Team: Staff underwent rigorous training to embody the National Theatre’s brand values, delivering a professional yet personal approach to customer service.  Site visits, product briefings, and account updates strengthened the partnership, aligning services with the National Theatre’s evolving needs.
2. Advanced Technology: QuayTickets implemented cloud-based infrastructure to manage to offer lines for sales, members and general enquiries.  QuayTickets manages peaks in traffic, creating custom call flows and ring-fencing agents to handle theatre-specific lines. 
3. Compliance and Resilience: Adherence to PCI DSS and GDPR ensured secure transactions and data protection, while remote working capabilities provided operational resilience.

Results

Through this partnership, QuayTickets delivered significant improvements:

1. Increased Efficiency: Calls were answered promptly, with service levels consistently meeting the target of answering 90% of calls within 90 seconds.
2. Enhanced Customer Satisfaction: The National Theatre’s audience benefitted from a seamless support experience, bolstering their overall engagement with the organisation.
3. Cost Savings: By outsourcing contact centre operations, the National Theatre avoided costly investments in infrastructure and staffing, achieving significant operational savings including with recruitment and retention and with the forthcoming increase in Employers NI.

Testimonial

“QuayTickets has transformed how we engage with our audience. Their commitment to excellence, deep understanding of the arts sector, and advanced technology have made them an indispensable partner. They not only meet but consistently exceed our expectations, ensuring our customers feel valued and supported at every interaction.” — National Theatre

Conclusion

QuayTickets’ partnership with the National Theatre demonstrates the transformative impact of expert contact centre services on customer experience and operational efficiency. By aligning with the National Theatre’s vision and goals, QuayTickets continues to play a pivotal role in enriching audience engagement and supporting the theatre’s mission to inspire and entertain.