How OpenContact provided a tailored call centre solution for Go Ape.

Background.
Go Ape is an award-winning high wire forest adventure course of rope bridges, tarzan swings and zip slides... all set high up in the trees.

The first course opened in Thetford Forest in 2002. Since then the growth rate has been phenomenal and with 4 new courses opening in 2009, it takes the total Go Ape courses to 21.

Requirement.
Inevitably, there is a high level of seasonality, with courses generally closed over the winter months and peak levels of demand in the summer and over bank holidays. Go Ape quickly identified that an in-house call centre was not a realistic option for them, given the huge seasonal variations, so opted to outsource. However, they are a company with strong brand values and a very clear vision, so were concerned that any outsource contact centre should be capable of mirroring these attributes for a complete end-to-end experience.

Solution.
Go Ape opted to appoint OpenContact, who undertook to have all their agents enjoy the Go Ape experience before handling any calls and this, coupled with a rigorous training and ongoing call coaching programme, helps establish and maintain the Go Ape spirit among OpenContact’s agents. In addition, Go Ape felt comfortable with OpenContact’s hands-on, family business culture that echoed its own ownership and management style. This was combined with a commitment on OpenContact’s part to mirror Go Ape’s planned growth.

Services Provided.
In the early years, OpenContact developed a booking system specifically designed to deal with the complexities of the Go Ape session booking requirements, both online and by phone. OpenContact continue to provide a wide range of telephone booking, customer enquiry handling and back office services. These also include recorded information lines, the fulfilment of leaflets and gift vouchers and the data capture of disclaimers.

OpenContact, their management and staff are seen by Go Ape as integral members of their own team and, being customer-facing, are also important co-guardians of the Go Ape brand.