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Overview:

A premier international casino and resort was experiencing a call abandonment rate averaging 11-13 percent and as high as 15 percent in its existing call centre. An aggressive new marketing strategy was expected to double call volumes. The resort established a tightly condensed timeline of just eight weeks for its call centre to be ready to handle significantly increased traffic. The resort called on Avaya Consulting and Systems Integration (CSI) to conduct a thorough Business Communications Consulting engagement. Using their proven methodology, CSI conducted a three phase engagement to understand the resort's pain points, immediate concerns, and future direction. The outcome resulted in recommendations for immediate, near-term and strategic considerations.

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Format:PDF
Date:May 2008

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