What do you do?
My name is Kyle Carberry-Byrne – I’m the Planning and Operations Manager at Ticketmaster. I’m responsible for the staffing and general operations within the contact centre.
How do you ensure accessibility for fans?
It’s so important that our fans with accessible requirements have the same access as everybody else to book their tickets. Where possible we will make accessible tickets available to purchase online, but this is not always within our control. In these cases, our accessible ticketing agents will book our fans into the most suitable area over our dedicated accessible ticketing phone line.
There’s lots of preparation from myself and my amazing team prior to tickets going on sale to ensure that all relevant event information is made available and is clearly displayed in our FAQs, on the event page on Ticketmaster.co.uk and within our phone line messaging.
Often, we sell accessible tickets for the events we have listed on our site but occasionally the venue sells these tickets themselves. We’ll always make this clear by listing the correct contact number online to give everyone the best possible opportunity of securing tickets. There is a large, highly skilled team in the Manchester office who work very hard to make sure that everyone’s needs are being met.
What’s the best part of your job?
There’s never a dull moment, to be honest. It’s a very fast paced industry, which I love. I’m passionate about what I do and love thinking of innovative ways to improve our service. It’s amazing seeing positive reviews from fans about service or just hearing that someone had a great time at one of the events we sell for.
What’s the most infuriating part of your job?
There isn’t anything that infuriates me about my job, but there are definitely challenges – short-term notice of events going on sale and having to ensure we have all the correct event information ready to go online.
How long have you been at Ticketmaster?
I’ve worked at Ticketmaster for 12 years and I’ve had many different roles in the business. I started out as a phone agent all the way back in 2007. I quickly realised that there were great opportunities and progressed into management positions onthe London 2012 Olympics, Rugby World Cup 2015 and prior to my current role I was Contact Centre Manager.
What does your day look like?
Each day is never the same for me – I’m responsible for a lot of different aspects of the contact centre function, which I have to closely manage. I generally work on reporting, forecasting, managing contact centre projects and work with our clients and the account management team to ensure we have solutions and information for customers. I’m currently working on a number of projects to help improve our accessible ticketing sales process, which is really exciting.