Kcom recently announced that it has entered into a five year contract with Leeds United to help manage ticket demands from fans. Kcom is a part of the KCOM Group. The company recently went on to upgrade the club's contact center, installing the latest Avaya (News - Alert) technology, which has enabled the club to handle higher number of ticket sales and enquiries.
Kcom is also the first company in the UK to be officially recognized and granted the prestigious Global Expert Specialization certificate from Avaya. This new contact center facility is now fully operational and can record and monitor calls, which will give Leeds United the ability to measure their call volume, monitor the call quality, and efficiently manage their resources during peak volume calls and downtime.
In a statement, Mark Broadley, IT manager at Leeds United, said “We’ve been working with Kcom for the last 10 years and they’ve always met our needs when it comes to communications. The high level of service and account management from Kcom has been great and meant that the switching of our old contact center to the new one has been done efficiently.”
The Leeds United home ground at Elland Road currently has the capacity to hold more than 37,000 people. The current schedule means that the stadium will host 23 home league matches each season. Due to these high volumes, the call center can expect to receive around 700 enquiries per day, making it essential for the call center to have the very best in technology ensuring that all customer calls receive the highest level of customer service.
Stephen Long, managing director at Kcom, said “I’m delighted we’ve been able to continue helping Leeds United with its communications. We understand how important it is to have a fully functional and reliable contact center so that fans can easily get in touch to get their tickets for the next game.”