RPS worked alongside Go Air during the facilitation of each site from initial planning stages through to implementation and continues by providing an ongoing managed service.
Shortly after the implementation of the third site we were asked to advise on the best way to utilise the telephony over all three sites, as the rapid growth of the Go Air business meant frontline staff were struggling to answer calls, whilst dealing with face to face bookings and queries.
Having carried out detailed analysis of the existing sites call traffic, incoming call volumes by the hour for each day, missed calls and operational model, RPS sized the potential loss of business to Go Air. Implementing a centralised call answering service at one of the sites resulted in not only a significant drop in missed calls, generation of additional revenues but utilising the RPS portal they were able to perform further analysis to track any changes in behaviour and make further operational amendments to the organisation.
Analysis by RPS a month later showed missed calls had dropped to 10% of their original number, securing significant additional revenue for the business with an ROI of months.
