Provide better service while reducing expenses

Summary:

Provide better service while reducing expenses

Challenge:

Client operates 5 call centers worldwide, 3 in the U.S. and 2 outside. Its centers are strategically located around the world to maximize efficiencies and ensure the best service for client customers. Approximately 500 call center representatives handled more than 2 million customer contacts by phone, fax, and e-mail in 2002. With a focus on improving the customer travel experience and reducing the costs of running such a widespread service network, client decided to outsource select reservation processes such as: General sales calls Frequent flyer services support and reporting Rejects and queue handling Baggage service center in-bound calls

Solution:

By leveraging the in-house Process Transition experience for creating adapted customer service processes delivered in an offshore model, BPO created a model for the client to smoothly transition these processes to its offshore locations in India.Structured training methodology to speedily transition key business processes of the client to India. The transitioning of these processes to India apart from providing round the clock services also ensures improvements in quality of service, productivity and cost savings.

Benefits:

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