LaserTag Arena in Manchester – Case Study


In Manchester, a thriving Lasertag Arena offers exciting entertainment options for families, groups, clubs, and parties. With its popularity growing, the arena was facing an increasing number of incoming calls, leading to challenges in managing bookings and providing excellent customer service.

After recognising a rise in complaints they realised the need for a more efficient call handling solution as at the time, calls were being answered by staff on reception that could be trying to deal with numerous other things including face-to-face customer service. The arena’s management decided to explore outsourcing their call answering to a virtual receptionist service.

Reason for Looking at Outsourcing: Overwhelmed by Call Volume

The Lasertag arena’s success came with a downside: a high volume of incoming calls that often went unanswered or were placed on hold for long periods.

The staff were understandably finding it challenging to manage calls while ensuring a fun and safe experience for the clients on site. As a result, the arena started missing potential bookings and in turn were losing revenue.

Taking Advantage of our Free Trial

After researching various services, the Lasertag Arena decided to try a 30-day free trial of Connect’s virtual receptionist service. With nothing to lose and everything to gain, the management hoped that the trial would help them gauge the potential benefits of outsourcing their call answering.

A Seamless Transition

During the free trial, Connect’s virtual receptionists took over the arena’s incoming call management. The operators were trained to understand the arena’s different packages, pricing, and booking procedures, allowing them to provide accurate information to callers.

  1. Personalized Greetings:
    Virtual receptionists answer calls as if on the desk at the Arena making callers feel welcome and valued.
  2. Efficient Booking Management:
    Our receptionists efficiently handled booking inquiries, helping callers choose suitable time slots and packages for their needs.
  3. Event Organization:
    For clients looking to host parties or group events, Connect’s operators gathered the necessary information and emailed the arena’s staff the relevant details to ensure a smooth booking process.
  4. Customer Support:
    On set-up of the trial, Connect worked with the arena to put together an FAQ sheet and so our receptionists were equipped to answer frequently asked questions about the arena’s facilities, rules, and safety measures; again enhancing the customer experience.
  5. Escalation Procedures:
    In cases where the caller had a very specific, urgent or complex request, the virtual receptionists attempt to transfer the call to the appropriate team member at the arena.
Playing Lasertag in Manchester

The Results: An Impressive Impact on Business

The Lasertag Arena quickly began to see the benefits of using Connect’s virtual receptionist service. Here are the key improvements the arena experienced:

  • Increased Bookings:
    With all incoming calls being promptly answered, the arena saw a significant increase in bookings for both casual games and private events.
  • Enhanced Customer Experience:
    Our professional, friendly and efficient receptionists improved customer satisfaction, contributing to positive reviews and increased word-of-mouth referrals.
  • Streamlined Operations:
    Outsourcing call management allowed the arena’s staff to focus on providing an exceptional in-person experience for guests, improving overall operational efficiency.
  • Cost Savings:
    By using a virtual receptionist service, the arena saved on the costs associated with hiring and training additional in-house staff to manage calls.
  • Flexibility:
    The scalable nature of our services mean that the arena can adjust their monthly package to suit their needs, ensuring cost-effective support during peak and off-peak periods.

Connect’s Virtual Receptionist Service Boosts Bookings and Streamlines Operations

After experiencing the benefits of Connect’s virtual receptionist service during the free trial, the lasertag arena continued with the service on one of our higher volume “pro” packages. The management was highly impressed with the seamless integration, professional call handling, and positive impact on their business. With a reliable and efficient call management partner in Connect, our client is now better equipped to handle its growing popularity and maintain a high level of customer satisfaction.

By efficiently managing incoming calls, Connect’s professional virtual receptionists have played a crucial role in increasing bookings, enhancing the customer experience, and streamlining operations. As the arena continues to expand and evolve, the partnership with Connect promises to offer lasting benefits and support for the future.

Page Last Updated: March 21st, 2023