 STA Travel is a travel company providing a range of travel services to students, the young and the young at heart. STA is passionate about travel and help many thousands of travellers each year realise their travelling dreams.
STA Travel is committed to training and developing their staff and wanted to find a way of improving sales conversion rates at their busy call centre in Manchester.
The travel industry is notoriously competitive and STA Travel wanted to gain any advantage possible and looked to call recording and agent assessment software to give them that extra competitive edge.
ComputerTel were selected, together with some other call recording equipment suppliers, to submit proposals for a solution to meet STA Travel's needs.
Following an in depth consultation and evaluation ComputerTel were selected to provide and install a system consisting of; Orion Professional digital recording system
Screen capture
QE2 Agent Assessment software.
The stated objective of the system installation was to improve the coaching and development of the staff, with the ultimate aim of improving the sales conversion rate.
Stu Booy , who was in charge of the project for STA Travel stated "Our projection was for a 1% improvement in sales conversion rate, within one year, to achieve the required return on investment for putting in the system from ComputerTel. We were delighted when, within 6 months, we found the sales conversion rate was running at a 3% improvement, comfortably exceeding our initial business case projection."
STA Travel have now become a reference site for ComputerTel and will continue to work in partnership with ComputerTel to maximise the use and return on investment of their recording system. |
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