Overview
Coforge is handling the customer service for the fastest growing online travel agency in the UK for the past several years. Coforge is currently providing 24/7/365 inbound offshore contact center services to the client.
Client Challenges
The client is the fastest growing online travel agency in the UK and was facing the following challenges:
- High operation cost
- Round the clock customer support to ensure help to customers
- Timely back office support for ever-expanding business across the world
Coforge Solution
- Value delivered by ensuring round the clock support as per the local time to cater to the international clientele
- The faster ramp-up in new queues to ensure timely execution
- Tailor-made quality policy to reduce the 2nd pass error rate by picking high financial impact transactions
- Zero compliances issues and exceeding accuracy of the SLAs
- Domain knowledge enhancement by hiring and retaining IATA certified FTEs
- Offer support in both Back office and Voice operations to cater to the growing business needs
- Flexibility on headcount addition & reduction as per the peak & lean seasons
Benefits Delivered
- AHT improved through several process improvement initiatives (up to 90% reduction for certain work types)
- 99.5% Accuracy achieved within two months of go live!
- More than 200% increase in volume is being managed by just 60% increase in FTEs
- More expertise and focus on developing the niche work types across the domain, ex. Amadeus ticketing support
- Highest performance levels maintained while working remotely, i.e. WFH scenarios
