Background

CW Entertainment (CWE) is an entertainment centre based in Welwyn Garden City, which is funded and managed by Welwyn Hatfield Borough Council. CWE provides varied entertainment for the city’s residents with a three-screen independent cinema, skating rink, soft play centre and theatre.

Prior to adopting Call Handling’s Virtual Call Centre (VCC), CW Entertainment (CWE) had no way to fairly and accurately measure and monitor the levels of call handling service at the Box Office, and give its staff the support that they may need.

Solution requirements

            • CW Entertainment needed call handling a system that offered:
            • ease of use
            • flexibility
            • real-time statistics
            • value for money
            • a robust support system
            • fail-safe option, in case of disruptions to the internet connection.

Finding the right solution

The company looked at six call centre solutions and shortlisted two providers. Ultimately, Call Handling’s VCC solution was felt to best match CWE’s criteria, in providing a robust and updated call centre solution for CWE’s Box Office.


Some big advantages Call Handling’s VCC had over other solutions included the absence of any requirement to invest in hardware, plus no user license charges or upgrade requirements and commitments Ahmed Momoh CWE’s IT and Web Systems Manager

Benefits

CWE is now able to run reports and set performance goals for each member of Box Office staff, with the support of Call Handling’s VCC solution.

“The support has been fantastic,” says Ahmed. “We’ve had several requests and changes to our service setup and the responses have been prompt and effective.”