Case Study: LateRooms.com halves cost of sales and boosts bookings by 50% with Unify's OpenScape Contact Centre

Laterooms.Com, One Of The UK’s Leading Online Accommodation Specialists, Has Updated Their Contact Centre, Transforming The Way Their Staff Work And The Communications Technology They Use.

LateRooms.com, a leading UK online accommodation specialist, faced rapid growth that outstripped its Manchester call centre’s capacity and visibility. Management needed to cut cost of sales, improve call handling and first-contact resolution, introduce robust workforce management and reporting, and ensure a resilient, scalable platform to support ongoing expansion.

Working with Unify, LateRooms deployed an OpenScape Contact Centre solution with Call Director IVR, Verint Impact 360 workforce management, HiPath 4000 and comprehensive training for 120 agents. The overhaul increased calls-to-booking ratios by over 50%, reduced cost of sales by 50% and call volume by 35%, delivered improved first-contact resolution and circa £2m in staffing savings, and achieved payback in under 12 months while providing better reporting and a platform for future multimedia channels.

LateRooms.com