Vue Cinemas

Cinema goers jump on board to buy tickets through phone self-service

Vue Entertainment is a world class operator and developer of modern state-of-the-art cinemas. Vue operates 85 cinemas across the UK and Ireland with 813 screens. Vue’s innovative development programme has led the way in the UK. Vue Westfield London and Vue Westfield Stratford City remain the first and third highest grossing cinemas in the country.

When VUE first approached Eckoh in 2004, they wanted to improve the ease of the booking process for customers and the quality of the guest services.

Although, these services have grown over the years, Vue’s mission to deliver outstanding service, be customer focused and innovative remains unchanged. Eckoh provides Vue with an automated phone information and ticket booking line, and a live contact centre.

Both services integrate seamlessly to ensure Vue’s customers receive a fast, efficient and personalised service. The live contact centre, based at Eckoh’s head office in Hertfordshire, also handles:

  • Live chat conversations
  • Email responses
  • Gift card processing
  • Social media discussions

Challenge

Vue wanted to reduce call waiting times for customers phoning for film information or to book tickets. Their contact centre was pushed to capacity, especially at peak times or when popular films are released.

They were worried about the impact it would have on customer service and more importantly, retaining customers from going elsewhere. They approached Eckoh for alternative ways we could help them meet their objectives through customer self-service automation and live contact centre support.

Solution

The cinema information and ticket booking service was originally launched in May 2004, providing Vue with a one-number telephone solution for its group of UK cinemas. Using Eckoh’s advanced speech recognition technology, the automated service allows customers to request film information and screen times at their nearest cinema and book and pay for tickets in advance.

Callers can book from the extensive range of ticket and performance types across the Vue network, select their cinema seats and keep them as a personal preference. It also offers increased levels of personalisation based upon their previous call patterns to help make the call experience faster and more intuitive. The market leading speech recognition solution is hosted on Eckoh’s VoiceXML processing platform and receives over a million calls every year from Vue’s customers.

Following the success if the interactive voice recognition (IVR) system, Vue decided to outsource their live contact centre to Eckoh, this creating a complete customer service solution. Our Hertfordshire based contact centre manages a host of customer interactions including ticket bookings, general enquiries, complaints, refunds and gift cards. They handle these through:

  • Inbound customer calls
  • Outbound promotions and discounts
  • Customer emails
  • Social media channels - Facebook and Twitter
  • Mailing fulfilment

Value

By outsourcing their guest services to Eckoh, Vue Cinemas can reduce costs and increase their customer service and brand awareness. The contact centre is flexible and responsive, allowing Vue to confidently manage call peaks when a new film is being released or at weekends.

The automated information and ticket booking solution ensures Vue’s customers receive a fast, efficient and personalised service with no queuing. The caller is still offered the option to be transferred to a highly trained dedicated Eckoh agent in the contact centre, who will handle calls and online communications in a professional manner.

The two services integrate seamlessly providing a complete end-to-end customer service solution for Vue, with the ability to fulfil all of their requirements. This frees up Vue to focus on brand and product development and growth, and allows their own staff to focus on priority customer issues.

Since 2012, the IVR service has taken over three million calls. As customers have become more accustomed to using self-service features, we have noticed the number of IVR calls passing to an agent reduce significantly by 74%

Client benefits:

  • Quick and intuitive automated service
  • Dramatic adoption of self-service channel
  • Reduced call wait times
  • Frees up agents for more complex enquiries
  • Multi-channel approach
  • Reduced operational costs
  • Improved customer service levels
VUE
“We have been working with Eckoh for almost a decade and they have consistently demonstrated an unrivalled level of flexibility, responsiveness, and expertise in the delivery of their telephony and contact centre services. Vue strives to set the highest customer service benchmarks for the cinema industry and as our partner, Eckoh has helped us to achieve that goal. We look forward to exploring other multichannel services with them to provide a more satisfying experience for our customers."
Steve Knibbs, Chief Operating Officer, VUE Cinemas