A leading travel industry player, an online travel agency, in the United Kingdom wanted to improve its customer service before as it planned a rapid business expansion.
The travel company had received low customer satisfaction scores in part because of their inability to quickly resolve customer issues.
Low customer satisfaction scores (e.g., 20% below the industry average of 70%) plagued the travel company due to their inability to quickly resolve customer issues.
They faced a high volume of inbound calls and chats related to amendment requests, hindering efficient service
This challenge was further compounded by the need to scale their operations for future business growth.
Solution.
Centralized Global Back-Office Amendment Team: Established a single, global team to handle all customer amendment requests, streamlining the process and improving efficiency.
Language-Agnostic Operations: Developed processes and potentially programming solutions that work across different languages, supporting business expansion into new countries without service disruption.
Enhanced Voice Call Handling: Increased the capability of their team to handle customer service voice calls through improved systems, training, and staffing.
Skilled Customer Service Team: Hired and trained new full-time employees (FTEs) with specific customer service skillsets to enhance service quality and potentially address call volume.
Standardized Quality Assurance: Built a Quality Assurance (QA) framework through process mapping. This ensures consistent service delivery and identifies areas for further improvement.
The impact.
41% improvement Average Handle Time (AHT) for Customer Service voice calls in 3 months (from 21.10 mins to 12.28 mins)
Delivered industry-leading customer service by fostering operational excellence through collaboration between Voice & Automation, Quality, and Management Information Systems (MIS) teams.
43% improvement in C-SAT (customer satisfaction scores) within 3 months
Overall reduction in response time with 28% AHT improvement
High First Call Resolution (FCR) rates of 68% scores
