An effort to improve staff productivity and minimise call waiting time has resulted in Singapore Turf Club deploying Avaya Agent MAP contact centre technology, the horse racing body announced today.
Technology from business collaboration and communications solutions company Avaya has allowed the Club to handle pre-race call spikes which if left unanswered would result in a loss of revenue, according to the statement.
The two call centres of the Club, located at Haw Par Glass Tower and the Singapore Racecourse @ Kranji, will be able to support each other if spare call agents are available, thus increasing efficiency.
"The analytics have also helped us determine and predict when the surge in calls will be, allowing us to delegate resources more effectively," senior manager for telebetting at The Singapore Turf Club, Alex Chew, stated as an added benefit of the technology deployment.
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