Case Study: Delegate Information Hotline for a Major Industry Exhibition

In May 2022, BCC Telemarketing partnered with a large UK exhibition organiser to support customer enquiries for a flagship industry event scheduled for autumn 2022. The exhibition attracted thousands of visitors each year including professionals, exhibitors and sponsors from across the sector. As the event date approached, the organiser began receiving a growing number of enquiries relating to registration, venue access, exhibitor information and event schedules.

While the organiser’s internal team handled marketing and exhibitor management, the increasing volume of enquiries from attendees was placing pressure on their resources. Emails were building up and phone calls were often missed during busy periods, creating delays for visitors who needed quick answers before confirming their attendance.

The organiser approached BCC to provide a dedicated information hotline, ensuring attendees could easily obtain the information they needed in the weeks leading up to the event.

Launching the Information Support Line

BCC launched the service in June 2022, operating as the first point of contact for attendee enquiries. Calls were answered on behalf of the organiser, with agents trained on the exhibition’s layout, registration process, event timetable and exhibitor areas.

Visitors contacted the hotline for a wide range of questions. Some wanted assistance completing their registration, while others needed information about travel, entry times or specific exhibitors they planned to visit. BCC agents were able to guide callers through the registration process, explain how the event was structured and provide practical information that helped attendees prepare for their visit.

Where enquiries related to exhibitor bookings or sponsorship packages, calls were transferred to the organiser’s internal team with full details of the conversation.

Supporting Visitors Ahead of the Event

As the exhibition approached, the volume of enquiries increased significantly. Between July and October 2022, BCC handled thousands of inbound calls from visitors seeking information about the event.

Having a dedicated support line meant attendees could receive answers quickly rather than waiting for email responses. This helped maintain a positive first impression of the event while reducing the administrative workload on the organiser’s internal staff.

The service also helped identify common questions being asked by attendees. By sharing these insights with the organiser, they were able to update sections of their website and event communications to provide clearer information in advance.

Delivering a Better Event Experience

By the time the exhibition opened in October 2022, the organiser had a much smoother attendee communication process in place. Visitors arrived with a clearer understanding of the event layout, registration process and schedule, helping the exhibition run more efficiently from the first day.

For large exhibitions and conferences, attendee enquiries can increase rapidly as the event approaches. Through a structured information hotline and professional call handling, BCC helped this organiser provide reliable support to thousands of visitors while allowing their internal team to focus on delivering a successful event.