Our Engagement with Large OTA in Customer Services

Overview

Coforge is handling the customer service for the fastest growing online travel agency in the UK from past several years. Coforge is currently providing 24/7/365 inbound offshore contact center services to the client.

Client Challenges

Client is the fastest growing online travel agency in UK and was facing the below challenges:

  • High operation cost
  • Round the clock customer support to ensure timely help to customers
  • Timely back office support for ever-expanding business across other continents
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Coforge Solution

  • Value delivered by ensuring round the clock support as per the local time to cater to the international clientele
  • 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 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