Exceeding Service Levels for Backoffice Support through excellent quality management

Overview.

The client needed to manage brand transitions, prioritize high-volume queues, achieve quick turnaround times, and uphold high-quality standards while meeting SLAs. Coforge devised and implemented a strategic three-site approach, leveraging peer partnering, real-time support, and continuous training to enhance service delivery efficiency and maintain exceptional quality.

Capabilities.

Travel and Transportation

Challenges.

Week wise plan to transition the brands
Prioritize high volume queues
Achieve quick turnaround times
Deliver High Quality
Achieve the SLAs

Solution.

Three site solution to manage the regions and mode of contact effectively
Peer partnering for new resources to get hands on with the product in a better and faster way
Dedicated resources identified to provide real time floor support ensuring effective and high-quality service delivery
Regular refreshers and Knowledge checks were done to mitigate errors due to knowledge gap(s)
Live monitoring, Feedback & Coaching on agent errors were done on a daily basis
Used dedicated tenured resources to clear backlogs

The Impact.

Average volumes handles
Back Office – 5500 Transactions
Contract Loading – 2000 Plus Transactions
Increased Efficiency to capture more Bookings
TAT Adherence – Quick turnaround times
Better Services – Quality Management

Exceeding Service Levels for Backoffice Support through excellent quality management

Overview.

Capabilities.

Challenges.

Solution.

The Impact.

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WHAT WE DO.