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About the Client
Accurate Reporting with Data Management Technology
Customer Profile
Dr. Phillips Center operates several venues, including Walt Disney Theater, Alexis & Jim Pugh Theater, Bob Carr Theatre, and DeVos Family Room, with additional spaces added over time. Ticket sales, event inquiries, subscriptions, and patron support drive significant inbound call demand, especially during peak seasons.
Market
U.S. Market
Challenge
Dr. Phillips Center faced unpredictable spikes in inbound call volume tied to performance schedules, ticket releases, and seasonal demand. Staffing an internal box office to handle these fluctuations was costly and inefficient.
Expertise in Performing Arts Call center Services
Success with MAI Voice's Call Center Services
Scenario
Managing Seasonal Call Volume Spikes for a High-Demand Box Office
During peak seasons, call volume surged beyond what internal staff could reliably support. Overflow handling quickly became a full operational concern as after-hours calls, subscription renewals, group sales, and ticket inquiries increased.
Dr. Phillips Center evaluated whether outsourcing/inbound calls could reduce costs without sacrificing service quality. The goal was to maintain brand consistency, protect patron experience, and scale support without building internal headcount.
Solution
Call Center Services Integrated with Box Office Operations
MAI Voice provided branded inbound call center support that functioned as a seamless extension of the Dr. Phillips Center box office.
The program included:
- Inbound ticketing sales and customer support
- Shared and dedicated agents trained on venue scripts and processes
- Coverage seven days a week from 9am to 9pm EST
- Seasonal scalability aligned with performance schedules
- Full transition from overflow support to complete inbound outsourcing
Agents were trained to represent the brand, answer venue-specific questions, and support additional offerings such as parking, dining, donations, subscriptions, and group sales.
Detailed reporting and performance monitoring ensured visibility into call volume trends, outcomes, and staffing needs.
Benefits Summary
Scalable Call Center Coverage That Protects Patron Experience and Reduces Costs
- Reliable coverage during seasonal and event-driven call spikes
- Consistent, brand-aligned patron experience across all venues
- Reduced operational costs without lowering service levels
- Elimination of internal call center overhead
- Flexible staffing that scaled with demand
- Improved efficiency for ticket sales, subscriptions, and renewals
Following the assessment the theater confirmed cost savings and no reduction in customer service quality, leading to the closure of its internal call center and full reliance on outsourced inbound support.