Buying tickets at Leicester’s De Montfort Hall has recently become much easier after the installation of the latest in telecommunications technology.

Until early this month the ticket office was using the Council’s Centrex system, which had no capability to queue calls or give out useful information to callers. This was particularly frustrating to the ticket office staff who wanted to give the best possible service to their customers and who had faced criticism for their call handling systems in the past.

The limitations of the system meant that the majority of callers to the ticket-line were greeted by an engaged tone when they wanted to book tickets or gain further information about shows.  If the lines are busy callers are now greeted with three options which directs them to a queue for ticket purchase, or alternatively to hear news of that evenings performance or future productions.

The system chosen was an NEC Aspire with MyCalls Call Manager, MyCalls Call Centre software and Automatic Call Distribution.   From the information this software provides, DMH can now manage the peaks and troughs and improve staffing levels, which gives a far better service to concert goers.  And, for those who cannot hold, an abandoned calls list can be produced to so that the ticket office can call you back.

When the ticket office is busy, incoming Calls are queued and operators are then presented with the next caller, thus ensuring that calls are taken in strict order giving absolute fairness to customers.  This is of particular importance for sell-out performances! David Pepworth, DMH’s Marketing Manager said, “the solution that Dalys was able to provide has already proved highly effective when Kasabian tickets went on sale last month. The system is proving to be far more efficient and we are confident of giving a better service to all our customers.”