The client

Manchester City FC are one of the most successful football clubs in recent history, but their approach remains firmly rooted in serving the local community and their loyal fans whose families have supported them for generations. A growing and successful enterprise, City Football group own stakes in Manchester City FC, Melbourne City FC, Montevideo City Torque, New York City FC, Mumbai City FC, Lommel SK, Girona FC, Sichuan Jiuniu, Yokohama F Marinos and Troyes AC making them one of the world’s largest sporting groups. Success and quality on the pitch is expected to be mirrored by success and quality throughout every level of the operation, delivering first-class experiences for supporters and fans via every interaction with the club.

Services provided

RSVP provide inbound call, chat and e-mail support in relation to ticketing services, hospitality enquiries, season cards and the Cityzens fan scheme. Whether running a smaller core team for day-to-day operations, or scaling up significantly on an ad hoc basis as required for Champions League knockout fixtures or concerts at the Etihad Stadium, RSVP is able to offer a flexible model of support to meet the changing requirements of the football club. RSVP also provide staff to work within the ticket office at the stadium on matchdays, further solidifying the working relationship and connection between client and outsourcer. RSVP has also worked closely with Manchester City and their technology partners to design and implement operational systems and practices that seek to pioneer a new approach to customer experience.

Results

Using a unique hybrid model of dedicated and bureau agents, RSVP has been able to rapidly respond to the ever-changing requirements of a professional football club, placing the supporter experience at the centre of every operational practice. Despite the challenges of scaling up and down to support the changing calendar of football fixtures and the peak trading around season card renewals, RSVP has been able to consistently deliver against 98% or higher of all KPIs and maintain excellent overall customer satisfaction levels – even in those rare cases where Manchester City lose! Looking to the future, RSVP is working with Manchester City to adopt new technology that will further enhance the customer experience, ensuring that fans can communicate with the club with ease, and enjoy every interaction and experience they have.