THE First Resort has improved its conversion rate following
the adoption of a new telephone system in its call centre.
The system, supplied by Fluency Voice Technology, is an
automated voice answering service. An automatic voice will ask callers for basic
information, such as the number of travellers and preferred airport, before
passing them on to either a sales agent, voicemail or arrange for them to be
called back.
The holiday retailer believes conversion rates have
increased from 10% to 12% since adopting Fluency’s technology. It also claims
call times by an average of two minutes.
First Resort chief executive officer David Wolfe said:
“There is nothing more infuriating for customers than waiting for their call to
be answered. Combining the latest speech recognition technology with an
advanced call prioritisation and routing systems is an essential part of our
customer relationship management strategy.”