Case Study: Manchester City FC enhances supporter experience with RSVP Omnichannel Call Centre

Manchester City FC achieves 98% KPI performance with RSVP

Manchester City FC, one of the world's largest professional football clubs, required a flexible and scalable customer service solution to handle ticketing, hospitality, and fan inquiries. The club partnered with vendor RSVP to provide omni-channel call centre support that could adapt to their fluctuating demands, from day-to-day operations to major event peaks.

RSVP implemented a unique hybrid model using dedicated and bureau agents to deliver inbound call, chat, and email support. This solution consistently achieved over 98% of KPIs and maintained a 95% customer satisfaction score. RSVP's work has placed the supporter experience at the center of operations and they continue to collaborate on new technology to further enhance customer interactions.

Manchester City FC