Spurred on to Better Customer Service

Tottenham Hotspur has selected Elite Telecom to handle its incoming voice telephone call traffic through two unique 0844 numbers.

Elite has set up a bespoke network Interactive Voice Response (IVR) system to handle calls for all club departments as well as ticket sales.

Fans of the Premiership team can now ring two numbers – 0844 499 5000 and 0844 844 0102 – for all club enquires. The former allows fans to contact all football club departments, including mail order sales and hospitality, while the second is a dedicated ticket and membership line.

Elite’s call queuing package allows Tottenham Hotspur to handle large spikes in demand for high profile fixtures , with the optional functionality to inform callers of their queue position.
Nick Mannion, commercial director at Elite Telecom, said: “The bespoke IVR system consolidates several numbers into two memorable numbers which fans can use whatever their enquiry.

“Our IVR has inbuilt flexibility so that the ticket line can forward calls either in-house or to an outsourced ticket agency depending on the tickets required and the volume of calls.
“Elite’s experience with Premiership football clubs means we understand high-profile sports businesses’ unique requirements.”

Philip Rose, Tottenham Hotspur IT and Telecoms Manager said: “Elite’s solution allows us to provide a better service for our fans and greater flexibility for changing the system to meet new requirements and ongoing support.

“The system means that when fans call at times of high demand, they will be informed of their position in the queue and that their call is being managed as efficiently as possible”
Elite Telecom is the country’s leading business telecoms provider specialising in the design and build of bespoke telecoms solutions which add value and increase efficiency.

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