Increasing Effectiveness across Voice, Back Office, Email and Chat by Outsourcing Customer Service for a Luxury Tour Operator
-
Share
Business Challenge
The client wanted faster turnaround times, increased booking volumes & improved quality management, thereby enabling higher customer retention.
Coforge Solution
We setup an SLA-based Business Process Operations center across the entire customer journey with Travel Planning, Pre-Travel, In-Flight, On-Your-Tour and Post Trip. Extended support across the communication channels was provided.
Results
- 99% quality SLAs
- First Chat/Instant Resolution
- 100% adherence to Turn Around Time
- Increased Efficiency to capture more bookings
Key Highlights
Monthly ~19,000 average business volumes serviced with superior customer experience