More than 300 calls were made to the Atio contact centre at this year`s Computer Faire, providing the organisers with indispensable information about visitor patterns.
The software used in the contact centre was able to draw up profiles of the people who phoned in, providing Computer Faire staff with intelligent information which will be used in next year`s marketing campaign. This is the first time that Computer Faire has had comprehensive statistics like these to use.
The requests for information were primarily in the form of voice calls, but inbound e-mail and fax, as well as Internet call-backs were also used. A range of people called in to the centre, from CEOs to MDs to sales directors to secretaries.
Andre le Roux, MD of Atio`s Intelligent Business Solutions division, explains that agents behind PCs as well as agents handling walk-in queries from Computer Faire visitors manned the centre.
"We based the contact centre on Interaction Manager 4, which allows agents to centralise queries, whether they come in via e-mail, Internet, fax or telephone. The agents can then respond in the same way, thus communicating in the medium of the customers` choice," he says.
"The database we have gleaned from the call centre has provided Computer Faire with objective information - both positive and in some cases negative - and they will be able to use this in their continuous drive to provide excellent service to exhibitors and visitors alike," Le Roux continues.
Pre-show enquiries primarily focused on ticket requests and exhibitor listings while, during the show, the call centre fielded registration queries as well as generation information about times of the events and directions to Gallagher Estate.
Atio has been awarded the contact for the call centre at Computer Faire Cape, to be held from 12 to 16 September.
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