Provision of secure contact center bookings, payments and inquiries.
Profile
Industry: Leisure Employees: 2,100 Revenue: £130.5 million
Business: Tenpin is one of the largest tenpin bowling brands in the United Kingdom, consisting of 54 bowling centers ranging from 10 to 36 lanes.
Challenge: To find a trusted partner that could help them grow their business through customer intelligence and the delivery of excellent customer experience. They were looking for a partner that could handle all elements of their growing remote customer service needs across all channels, not just telephone.
Solution: Full contact center services including an inbound IVR and agent–inbound services, handling of inquiries via webchat, secure payment services for the bookings of lanes and parties, professional handling of general inquiries and complaints, secure call recording, outbound payment chasing, management of online reviews (Trustpilot and Google) and social channel interactions (Facebook, Instagram, TikTok, Twitter/X).
Background
Tenpin is a leading UK operator of entertainment centers with a total of 54 centers across the UK.
In addition to over 1,200 bowling lanes across its estate, it offers a wide range of additional entertainment options including laser tag arenas, a range of Houdini’s escape rooms, karaoke, state-of-the-art arcades, pool tables, table tennis, soft play and a great food and drink offering.
Challenge
In 2014, Tenpin sought a contact center provider to handle all elements of their growing customer service needs. Eckoh was already known to Tenpin as it provided them with an IVR ‘locate’ telephone service that helped customers find their nearest venue. This was a natural route to expanding that service to handle the full range of customer service activities.
As the relationship developed, Tenpin looked to Eckoh to also support their customer service requirements across emerging digital channels; they looked to Eckoh to offer an omnichannel approach.
Solution
Full contact center services including IVR and live agents
Over the years the number of services the contact center provides has expanded so today they cover many different channels and services including:
- PCI-DSS compliant secure call recording to provide Tenpin with valuable customer trend data to optimize their services for their end customers
- IVR self-service to route calls effectively
- Managing PCI-DSS compliant bookings and payments
- Handling of customer service and feedback emails
- Handling of inquiries via Secure Chat
- Social media inquiries
- Trustpilot and Google reviews
- SMS booking confirmations
- After-call surveys to ensure customer satisfaction and enable continuous improvement
Secure and compliant payments
As a Payment Card Industry Data Security Standards (PCI DSS) Level One Service Provider Eckoh uses its patented CallGuard product to ensure that all payments taken on behalf of its clients meet and exceed the requirements set by the industry.
Secure call recording
More recently, Tenpin has started to use Eckoh’s Secure Call Recording Service. A step above the standard call recording packages on the market, it allows Tenpin to identify key moments in business-critical conversations — without having to listen to thousands of calls, thus providing in-the-moment, accurate data on customer sentiment and requirements.
Secure chat
PCI-DSS compliant secure webchat for customer inquiries. Reducing basket abandonment whilst keeping the customer in the same channel.
"Eckoh’s excellent service record made them a great choice for us when we looked for a new supplier of a complete end-to-end telephony solution including IVR, support and the live contact center. They provide an exceptional service for our customers while strategically driving both businesses forward with their continued improvement and development of their technology platforms."
Graham Blackwell
Chief Executive Officer, Tenpin
Results
- 60,000 bookings processed per year
- Excellent service - 89.3% of callers rated us 8 or above for how well their call was handled
- Average over 1.5 million minutes recorded and transcribed per month
Looking Forward
To learn more about how Eckoh can support with your customer journeys across all engagement channels, please reach out to one of our trusted advisors.