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Illustrative example, not a real client

This page does not describe a delivered engagement. It is a worked example showing how a common problem in the sector would be approached, using published market reference figures with their source stated. It contains no client quote and no achieved results, and must not be cited as a reference.

Detail of hand-laid tiles in a geometric panel
BPOProfessional sport

Season-ticket holder support and ticketing for a professional sports club

Illustrative example: club with a 20,000 to 45,000 seat stadium

A club's demand does not spread out: it concentrates. A season-ticket renewal campaign, an away-ticket ballot or a televised kick-off change compress several weeks of enquiry volume into a few hours. A team sized for the average leaves supporters waiting exactly when their question has an expiry date, and a team sized for the peak is impossible to sustain the rest of the year. On top of that, enquiries arrive through whichever channel the supporter already uses, which is rarely the telephone, and the useful window for resolving a stadium access problem is measured in minutes.

The problem

A club's demand does not spread out: it concentrates. A season-ticket renewal campaign, an away-ticket ballot or a televised kick-off change compress several weeks of enquiry volume into a few hours. A team sized for the average leaves supporters waiting exactly when their question has an expiry date, and a team sized for the peak is impossible to sustain the rest of the year. On top of that, enquiries arrive through whichever channel the supporter already uses, which is rarely the telephone, and the useful window for resolving a stadium access problem is measured in minutes.

What we did

  • Size a stable core team for season-long work and a surge band contracted against the fixture calendar rather than a monthly forecast
  • Train the surge band from the same pool of people each season, so that scaling up does not mean starting from nothing every campaign
  • Treat WhatsApp and social channels as carrying the same service level as the telephone, because those are what supporters reach for first
  • Separate the matchday queue, which needs immediate resolution, from the season-ticket administration queue, which tolerates a different turnaround
  • Work inside the club's own ticketing system and CRM, without asking supporters to repeat details the club already holds

What would be measured

The indicators the service would be run against, with their definitions. No values are attached: a numeric target set before anyone has seen the client's data is a promise, and the definition is the part that is true before the work starts.

  • First response time, measured separately for matchday and non-matchday
  • First-contact resolution for stadium access problems
  • Share of enquiries resolved in the channel they arrived through, without forcing a channel switch
  • Season-ticket renewal rate attributable to proactive contact during the campaign
  • Cost per contact on matchday against cost per contact in an ordinary week

Market context

Published sector data, with its source. These are not Corpshore results and correspond to no client.

11,4 millones
total LaLiga attendance, 2024/25 season
30.015
average attendance per match

Source: Asistencia compilada a partir de datos de partido, temporada 2024/25, EstadiosDB

What stayed in place

What lasts is not the surge team but the trained pool that returns each season, together with a record of what drives each kind of peak, which lets the following campaign be sized against the real fixture calendar rather than an annual average.