Reducing Customer servicing cost for a mid-size company

Summary:

Reducing Customer servicing cost for a mid-size company

Challenge:

• Trim operational expenses and deliver measurable quality improvements
• Managing customer loyalty in an increasingly competitive industry
• Reduce customer management costs
• Increase revenues from service and support programs whilst maintaining brand image

Solution:

• Our work involved managing inbound reservations for the company.
  • We handled all inbound phone queries and potential bookings and ticketing issues for domestic travel
  • Our work on the company's loyalty program for domestic travel entailed converting queries into reservations

Progress was monitored through the implementation of key service level agreements on average handling time and quality

Benefits:

Business Value

• Annual cost savings of around US 1 Million by consistently controlling average handling time, which has fallen since 'go-live date' by 18%
• Consistently outperforming service level agreements has lead to the process increasing the headcount by nine times since its inception.

Operations value

• Consistently delivering quality metrics of above 98% (the client's target is 96%)
• Achieved ramp-up performance metric targets within the nesting phase
• Travel subject matter experts deployed as part of service delivery team
• AppGuru methodology deployed by client as a benchmark across all service delivery partners  

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