Metro Radio Arena Helps Meet Ticket Hotline Demand with ntl:Telewest Business

ntl:Telewest Business, part of the Virgin Media Group, today announced that it is helping the Metro Radio Arena in Newcastle to meet demand for tickets and answer customer enquiries faster. The largest concert and exhibition venue in the north east of England, it is using voice and data services from ntl:Telewest Business to enable more sophisticated call handling and information management.

The Metro Radio Arena offers a 24 hour a day, seven days a week booking number as a primary channel for customers wanting to obtain tickets for events. Customers are also able to book by post, in person or via the web.

ntl:Telewest Business provides a non-geographic number service for the box office booking line and all calls are managed using ntl:Telewest Business’ inbound call management service. The in-bound call management technology routes calls intelligently to available executives and has the flexibility to cope with peaks in ticket demand for major events, which typically sell out within days of them going on sale.

“The ticket hotline is one of the main opportunities that we have to interact with our customers, apart from when they come to an event, so it is critical that calls are answered quickly and routed properly. Getting tickets can be a frustration for fans wanting to go to any show, and we’re doing all we can to make that experience easier. The power and sophistication of the ntl:Telewest Business services ensures that we are able to maintain high levels of customer service and satisfaction,” said Paul Tappenden, Marketing Director for the Metro Radio Arena.

“The peaks around customer events mean that ticket booking offices are one of the most demanding telephony applications. Metro Radio Arena has become an ideal example of how a major venue can manage ticket demand well and create greater satisfaction for its customers,” said Alan Worthing, Business Sales Manager for ntl:Telewest Business in the north east.

ntl:Telewest Business also provides internet connectivity for the box office, concert crews, events exhibitors and operational staff at the Metro Radio Arena to assist in the management of daily operations and special events.

The Metro Radio Arena, located on the banks of the River Tyne in central Newcastle, is owned and operated by SMG Europe, the largest operator of sports and entertainment venues in the UK and Europe. The purpose-built venue opened in 1995 and has a capacity of 11,400.