On the Beach Case Study Overview
On the Beach is one of the UK’s leading online travel agencies with over 750,000 passengers every year. On the Beach were looking for a bespoke communications solution that would reduce the number of dropped calls they were experiencing and provide a local presence within countries where they did not have a physical office site.
Elite Group introduced a number of innovative communications features to create a bespoke solution that fit On the Beach’s requirements including:
- A Home Worker Solution that enabled agents to answer calls whilst away from the centre
- A call queueing system provided callers with an estimated queue time during busy periods
- In-country numbers that provided a local presence in Spain and Germany whilst the calls were picked-up within the UK call centre.