The Theatre Royal Norwich

High Call Volume Business

The Theatre Royal Norwich is East Anglia’s premier theatre, selling around 370,000 tickets annually. Plus it operates a restaurant, function rooms, educational courses and the full range of services you would expect.

There are up to 16 operatives to handle the large volume of calls that are received.

The Problem

The theatre needed to upgrade it’s phone system to allow them to see how many calls were in the queue at any one time, full reporting data such as time spent waiting in the queue, plus allow the different operations within the theatre to operate independently of each other – and of course they needed 24/7 support!

The Solution

Eastern Voice & Data helped design and install a bespoke package that would deliver exactly what they needed, including a flash alert system to warn staff when predicted call queue lengths were being exceeded.

The system offers a host of advanced features – individual extensions can set their own custom menu options for callers to follow; callers can leave a message or have their call forwarded to another extension or even an outside line such as their cell phone. The system can support up to three different languages, enabling callers to choose the language of their preference when they call in. This system integrates with a range of business telephone systems and has certainly become an asset to the Norwich Theatre Royal in offering an effective customer service operation.

Although the development of the system was a gradual process as it was an entirely bespoke solution, the whole installation was undertaken during a single day with minimal disruption to the theatre’s operation.

Pre training also ensured that staff could ‘hit the ground running’ as soon as the system went live, minimising the disruption of the transition period even further.

 One Happy Client

“We would like to thank Eastern Voice & Data for supplying the Panasonic equipment which forms the basis of our new telephone system and enabling such a seamless transfer from our old to our new configuration. The system was built and programmed in advance and switched over early one morning in time for the Box Office to open as usual. Every telephone in even the remotest parts of the building was replaced and we were complete on time and within budget.”

Jane Claridge, General Manager, Theatre Royal Norwich