Everton FC

A football club with loyal supporters, Everton was in need of an effective call management system, call queuing software and a memorable number to help fans communicate easily with the club at any given time.

Elite Telecom specialise in helping football clubs communicate with fans, we currently supply telecoms and unified communications solutions to one third of the Premier League. As a football club with loyal supporters, Everton were in need of an effective call management system, call queuing software and a memorable number to help fans communicate easily with the club at any given time. 

Background

Everton Football Club is a famous long serving Premier League football club from Liverpool. Formed in 1878, they have played more top-flight league games than any other English team and have won the League Championship nine times – the fourth most of any team. With an army of football fans and loyal supporters, Everton FC is committed to keeping followers up to date and satisfied at all times. They looked to Elite to help better communicate with their fans. 

The Challenge

Telephony is essential in the day-to-day running of any huge football club, and Everton came to Elite for a memorable phone number which would allow callers to contact them faster and easier. Having a memorable 08 number would also make the club appear much more professional as these types of numbers are associated with large corporate organisations.

Everton were also keen to improve their service to fans, not only by providing them with a phone line that would allow them to listen to match information 24/7, but also by identifying peak times and implementing a solution to better manage their inbound call portfolio. The football club would find that at times of the year i.e. when match tickets would go on sale, lines were busier and less easy to manage, meaning fans were often stuck in long queues becoming frustrated.

The Solution

Elite worked closely with Everton to provide a memorable non-geographic number that related to the year of the club’s formation, meaning it also had some significance to the fans and would always be remembered.

We also provided them with a bespoke and intelligent call management system that allowed fans to listen to match information whatever time of day, on top of this we simultaneously implemented an efficient call queuing system which allowed calls to be answered in order of who has been waiting the longest.

The Results

More calls - Fans are now able to call the club from anywhere without having access to the internet or a phone book as the number is easily remembered.

Fewer complaints - Due to the effective call management system and call queuing software fans are queued in an orderly fashion so that no one is ever waiting to speak to an agent for too long. Not only does this mean more satisfied customers, but it also means that less time is spent on the calls as callers are not complaining about waiting in a queue.

Increase in efficiency - Overall, Elite Telecom helped Everton FC to provide a better service to loyal fans that will keep them satisfied and coming back.