Telephone sales still add up to a substantial proportion of Ticketmaster’s business. Their offices often have thousands of fans trying to get through at the same time, when tickets for a popular event go on sale.
It’s not difficult to imagine the scenario on a day when ticket sales for Adele, Justin Bieber or U2 are due to start at 10 am. Reinout Al, Manager of Ticketmaster’s Contact Center, explains: “In the hour before the sale begins, the number of callers starts to ramp up. But around 10 o’clock it really kicks off. If we’re dealing with a very popular concert or event, hundreds or even thousands of people call at the same time trying to get tickets. But we don’t have enough agents and lines available to deal with everybody at once.”