The Royal Albert Hall today announced it has taken on consultancy services to scope a new contact centre as part of £70 million re-development programme.
London’s historic concert venue has chosen the contact centre services Sabio to work with the Hall’s Executive staff to analyse existing and projected customer requirements before developing a contact centre design and specification for improves standards of service for the 800,000 customers who call it each year.
The contact centre project follows the Hall’s major £70 million building development programme, which involved some 30 separate projects to improve the facilities for performers and public.
Sarah Woods, director of customer relations at the Royal Albert Hall said: “We had made significant investment in the building and recognised that the technology we used to communicate with our customers needed urgently updating too. We recognised that the potential impact of this project was huge and that to ensure its success, we would benefit from working with a specialist consultancy partner who could help us define our objectives and optimise the procurement process.”
Sabio carried out an initial audit of the Hall’s existing customer service delivery approach, and then mapped these findings against a best practice template. Its consultants then offered support in evaluating vendor responses and helped in assessing all the different vendor proposals.
A key requirement was to ensure that the chosen bid wasn’t over-specified, as the Hall was determined that its new telephony and contact centre solution should deliver the optimum level of performance available within its budget.