Case Study:
thetrainline
thetrainline is the UK’s biggest retailer of rail tickets. Since its website (thetrainline.com)
first went live in 1999 its expansion from a standing start to number one in the
marketplace has been truly phenomenal.
The company, jointly owned by Stagecoach and Virgin Rail, sells tickets via the Internet for all 32 train operating companies and Eurostar. It also has telephone call centres which receive 120,000 calls per week and sell more than £10 million of train tickets per month. The company was a big success in the marketplace, but wanted to improve the utilisation of its call centre and reduce cost per sale. Woking with our business and technology consultants for a fresh look at the entire end-to-end process. It was decided to utilise Advanced Speech Recognition (ASR) as a means of automating the customer call process, bringing new efficiencies and cost savings of 20% while improving sales performance, being easy for callers to use and proving popular with customers.
The client said: ‘We have reduced the average call handling time for agents by about 20%. In essence, that’s a 20% cost saving for us.’
