Littlewoods Bet Direct

After a review of its customer contact strategy it was decided to bring the outsourced call centre in-house and we created a contact centre solution that provides enhanced customer service to more than 440,000 telephone and online betting customers.

About Littlewoods Bet Direct

Littlewoods Bet Direct offers telephone, internet, interactive television and mobile telephone sports betting as well as internet casino, poker and fixed odds games. Littlewoods Bet Direct has been one of the fastest growing sports betting services in the UK. They offer a full range of fixed odds betting on sports ranging from football and horse racing to golf and greyhounds. After a review of its customer contact strategy, Littlewoods Bet Direct bucked current industry trends by opting to bring its outsourced call centre in-house. The sports betting firm selected our solution to design and implement a contact centre solution that would provide enhanced customer service to more than 440,000 telephone and online betting customers.

The solution

The transfer of the firm’s telephone service from its outsource partner to its own call centre, culminating in an overnight migration.

Our solution involved designing and implementing a contact centre solution to accommodate over 100 customer service agents. The solution is based on an Avaya S8700  Media Server running Communication Manager software. The system is linked to Littlewoods Gaming’s Avaya Call Management System via an IP network, enabling centralised reporting and monitoring.

The solution will enable Bet Direct to take more proactive business decisions and respond dynamicallyto changing market conditions.

Benefits

  • A fully-automated self-service facility that’s open for business 24/7/365
  • Ability to intelligently model call volumes and plan agent rosters
  • Ability to plan for quiet periods and use un-allocated agent time for outbound telemarketing campaigns

Services delivered

  • Design and implementation of a contact centre solution to accommodate over 100 customer service agents.
  • Based on an Avaya S8700 Media Server running Communication Manager software.
  • The system is linked to Littlewoods Gaming’s Avaya Call Management System via an IP network, enabling centralised reporting and monitoring.

Download

Get the latest expertise direct to your inbox

Thought provoking podcasts, blogs, white papers and industry insights are ready for you to receive. Simply complete the form, press submit and we're great to go. We'll send you the latest news and partner initiatives, most relevant to you. If you need help or want any specific information, just ask and we'll call you.

Please select the categories you'd like to receive news on:

Press Contact

If you have a specific press enquiry or want to engage a spokesperson at Capita, you can contact our press office on 020 7654 2399.

Our dedicated media team can be contacted directly on:

Simon Coughlin Tel: 020 7654 2192 Email: simon.coughlin@capita.co.uk

David Hendy Tel: 0207 654 2137 Email: david.hendy@capita.co.uk

We would be happy to speak to you.

 

  • 2017 Capita plc. All rights reserved.