The 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.

Our 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 andenable 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 cart abandonment whilst keeping the customer in the same channel.

The 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

Key Outcomes