Call Center/Box Office

Promoting the benefits of online renewals during each telephone interaction will drive customers to your website.
Some customers routinely call the box office to purchase tickets or renew because they have never bought online or are not aware of the option. A simple, effective way to change this behavior is to educate them about your website every time they call.

Follow these simple steps to educate customers how to order online.

On-Hold and After Hours’ Message
Update your on-hold and after hours’ message announcing online ticket availability and/or incentives (i.e., “Save $5 by renewing online”). Be sure to include your website address.

Ex. “On Hold” message script

“Thank you for calling <Venue Name>. All of our phone representatives are currently helping other customers. Please hold and your call will be answered in the order in which it was received.

For your convenience, you can go to our website <website address> and renew your season tickets now. You will be offered the best available seats for the event and receive immediate confirmation of your ticket purchase.

For a limited time, we are offering the chance to win prizes when you renew your season tickets online. Prizes include (insert 1-3 incentives here). You can get all the details at <website address>.

You may continue to hold for the next available customer service representative.”

Ex. “After Hours" message script

“Thank you for calling <Name of Venue>. Though our box office is closed, you can still renew your season tickets at our website 24 hours a day, 7 days a week. Renew now at <website address>. You will be offered the best available seats for the event you choose and you will get immediate confirmation of your order.

For a limited time, we are offering the chance to win prizes when you renew online. Prizes include (insert 1-3 incentives here). You can get all the details at <website address>.

If you need to speak to a customer service representative, please try us during our regular business hours <list here>.
Thank you for calling. “

Operators/Box Office Staff

Empower operators and box office staff to know how your online renewal process works, and to plug your website during each call.

Your operators and staff should:

Know your website URL

Be familiar with your e.Venue site and how to renew (so they can share the process with customers)

Tag each call or walk up interaction with a plug about your website (i.e., “When you renew online, you can save $5”)

Capture the customer’s email address on every call/interaction to build your database

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Update your on-hold message to include a plug for your website On each call or customer interaction, mention the benefits of online renewals Have operators and staff capture customer’s email addresses to expand your database