Genesys Telecommunications Laboratories completed an installation of its Genesys Express Multimedia solution in the customer service centre of FC Barcelona. The implementation at the club’s Nou Camp stadium is part of an in-sourcing initiative that enables the Spanish football champions to handle ticket sales, season ticket subscriptions and general club information calls through a single phone number.
FC Barcelona had previously outsourced its call centre operation but found that customer service standards fell and there was insufficient control over the huge amount of calls and e-mails the club receives every month. The Genesys Express Multimedia system helps ensure that incoming calls reach the right agents required to resolve them – defined on a linguistic basis as well as knowledge and experience, because many fans come from abroad. This allows customer sales and information enquiries to be completed quickly and easily. In addition, FC Barcelona will be able to monitor the progress of its agents to ensure continued development in its drive toward customer service excellence.
‘The Nou Camp customer service centre is the primary means for supporters to get their match tickets and find information on whatever service the club offers to its members. We have installed this new Genesys technology to help ensure that we provide the best possible service to all our members – Barcelona fans around the world,’ commented Xavier Boixeda, FC Barcelona’s head of contact centre. ‘Bringing the service back in-house will ensure that we improve the customer experience .’
Xavier Boixeda continued: ‘The reporting functionality of the Genesys Express Multimedia solution is critical as it allows us to check that we deliver the right levels of service, as well as provide complete control over the systems so the contact centre will be able to undergo upgrades quite easily. Using a single phone number for the full range of enquiries makes us very accessible, and this, combined with the universal queue and enhanced routing, enables the club to efficiently manage the increased volume of calls we inevitably receive ahead of high profile matches .’
2006-03-07
Em Foco – Produto