Front Office Customer Support Outsourcing For SMEs & SMBs


The Client Case Study…

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 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 Benefits…

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.


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