On-line Golf Holiday CompanySEE MORE CASE STUDIES >
Improved first call resolution rates and reduced the number of internal transfers by 45%
Client needs
  • • Requirement to transform the booking process and improve the customer booking experience without further increasing personnel resources
  • • Communications processes and systems capable of fully supporting long-term business goals and providing enough flexibility to develop greater interactions with customers
  • • Agent training challenges highlighted that better training and coaching were required to ensure that high standards were consistently met
  • • Reduction in time wasting for both agents and customers through improvements in systems and integration
Solution
  • • Advanced multi-media capabilities in order to provide potential customers with additional customer contact options
  • • Development and training in visual and graphical workflows for call handling as a tool for management and agents
  • • Implemented skills-based routing
Results
  • • Improved first call resolution rates and reduced the number of internal transfers by 45%
  • • Gained the capacity for further growth and process improvements
  • • Increased reporting information available for management decision making purposes
  • • Enhanced and improved customer communications experience
  • • Increased annual revenues of 8% following first year of implementation


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