Oklahoma State University Athletics
TICKETS! Get your TICKETS!
April 07, 2009 | General
Over the past few years we have made significant changes in Ticket Operations. OSU Ticketing goals are to a) serve and satisfy students, alumni, fans, guests with intercollegiate ticketing needs b) drive revenue representing OSU Athletics; c) operate in a fair, ethical and professional manner serving OSU Athletics and Oklahoma State University.
We are, more than ever before, focused on becoming fan-friendly and customer driven.
I thought we should share significant process improvements and new features in this space.
On the staffing side, the department:
- Converted staffing of interns and over 40 part-time students to 5 full-time intern positions; this resulted in much improved professionalism within staff.
- Implemented a survey program that provides current customer feedback and allows staff to address concerns/problems in a timely fashion.
- Scheduled staff hours to handle incoming calls around peak times...resulting in shorter call wait times and better handling of calls.
- Implemented a new Outbound Call Center resulting in a significant increase in POSSE members and additional ticket sales.
- Cross-trained staff between Inbound and Outbound Call Centers to better serve our fan base.
- Reduced or eliminated "nickel and dime" transactional policies
- Relaxed access policies at Olympic sport venues
- Improved scripting and voice recordings within Ticket office
- Developed extensive employee training/orientation prior to customer interaction
On the systems side, we moved to a partnership with TicketMaster. This allows department to:
- Offer automatic payment plans
- Have patrons electronically re-direct tickets to friends and family through internet
- Have patrons review POSSE points and associated premium seat qualifiers on-line
- Sell tickets on-line via Team Exchange (90% of sell price remains in ticket holder's “bank”)
- Offer on-line season ticket renewals
Check it out at:
We are excited about these new services. And we hope you have noticed the array of improvements and features.
Should you have further ideas, thoughts, concerns, recommendations in this space, please e-mail to .
The future is bright orange!
Craig
