Customer Support Outsourcing

Aug 6, 2019 | Case Studies

Customer support outsourcing for a US based online travel agent resulted in improved customer experience and repeat business plus lower overheads.

 

The Client

 

Often referred to as the “finest source of all travel needs” in their category, our client is a leading US based, online travel agent, that provides competitive offers on quality hotels, airfares and vacation packages.

 

The Business Challenge

 

Due to the large volume of customer requests, queries and bookings, our client’s in-house contact centre was facing difficulty in maintaining service quality. This was impacting upon customer satisfaction and client revenue.

 

The Customer Service Outsourcing Solution

 

Phykon deployed a remote team with domain expertise in the travel industry, to provide level one support for all incoming requests, queries and bookings.

Phykon also implemented a workforce management solution to forecast peak times, allowing a team to be optimally rostered and provide 24×7 support for the client’s customers.

 

The Results

 

Quality of service was improved with the prompt, accurate and satisfactory resolution to all customer requests.

Call abandon rate reduced to less than one percent.

Revenue increased by 16% as against the previous two-year average.

 

The Benefits

 

 

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