BEHIND THE SCENES

This is a peek backstage on
THIS EVENING’S PERFORMANCE
HAS NOT BEEN CANCELLED.

The image further down the page gives an idea of how our call centre is working behind the scenes.

So let’s say a caller dials the Norwegian number, they listen to a welcome message in Norwegian and English and then select from the menu of opera companies, or they can choose to leave us a message. In the case of the picture below the caller has chosen Bergen National Opera in Norway and is connected to their first available usher. The usher welcomes them and introduces them to their opera – La Clemenza Di Tito by Mozart. The usher will explain the listening options and have a chat about their connection to the production. This caller chooses BNO audio clip 1. If the listener wants to jump on to the next menu while they are listening they can press any button and will arrive at the next menu.

In this case the caller chooses Garsington Opera from the ‘where next?’ menu. So now the first available Garsington usher introduces themselves and their opera – Mozart’s The Marriage of Figaro. The caller has choosen their first audio clip. They can carry on and on choosing, chatting and listening for as long as they like while our project is live.

6_schematic

All the ushers taking part are not only directly involved in the cancelled productions being presented, they have got to grips with a bit of call centre technology too! Wherever they are geographically they are logged in to the call centre online and handle the calls much as any call centre agent does.

When a call comes through it is forwarded to their landline at home or wherever they are and the conversations help them decide which audio clip to connect that caller to. Once they do that, their connection with that caller is over and they are ready to take another call.

So hopefully this gives you a good idea of what’s happening and how it works.