London-based taxi company Addison Lee makes around 10 million customer journeys each year. And that means they take an awful lot of calls in their call centre, an average of 25,000 each day.
Many of those calls come from corporate customers who appreciate the quality of service that Addison Lee delivers on every journey. They also appreciate the tight SLAs that Addison Lee work under: they must answer every call in less than 10 seconds.
So how do they manage that, day in, day out?
Watch the video to find out why Peter Ingram, their CTO, believes that ‘BT plays an instrumental role in everything we do’.
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