Our client is a premium and one of the US's largest ground transportation service providers, with services spanning over 1000 cities worldwide. The 100-year-old organization provides a multitude of transportation services for both individual clients and businesses.
Coforge was tasked to optimize the client’s Travel Contact Center operations to improve operational efficiencies, eliminate hands-off, streamline processes, and identify areas of improvement. The Travel Contact Center takes end-customer calls and resolves their queries. The contact center also sells its services to them.
The objective was to study the client’s contact center operations and recommend initiatives to improve current operational efficiencies. The client also wanted to streamline processes and automation.
The contact center’s operations were not standardized and some of the processes were not even laid out properly, resulting in hiring problems and long wait times for customers.