What’s the correlation between an airline and a car park services provider? Well, when airline Monarch collapsed, 110,000 people were left stranded abroad and many had cars parked at UK airports. The Monarch crisis sparked a huge workload spike for the NCP contact centre.
Enhancing customer experience (CX) has always been high on the agenda for the multi-award winning car park operator. And they didn’t let the impact of this unexpected event throw their contact centre into chaos.
Responding quickly in a crisis
This was the first major incident that NCP faced since they had deployed Liberty Converse, our omnichannel contact centre solution.
“From a customer services perspective, the airline crisis was tough. But having full visibility of customer contact put us in a strong position. We were able to assess demand vs. available resource and respond to deliver the best service possible.”
Resource Planning, Data Analytics and Insight Professional, NCP