Ladbrokes - Success Story
Video Interview
Steve Maxwell - Chief Information Officer
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Ladbrokes has become one of the world's largest and most successful bookmakers, handling over six million calls per annum.
Operating a call centre within the bookmaking industry is challenging, with event driven call volumes leading to extreme peak period levels. Ladbrokes required a solution that was easy-to-use, always available and completely consistent with the callers' experience.
Addressing these complexities and maintaining customer satisfaction whilst ensuring that the telephone channel remained profitable for Ladbrokes was a key organisational objective.
To meet these objectives and to deliver to their customers, Ladbrokes developed a persona character.
Ladbrokes found the character an excellent strategic fit with their objective of providing an enhanced customer experience whilst maintaining a channel that was economically viable.
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Did You Know?
In a recent study, a higher proportion of females than males agreed that they are concerned about fraud and identity.