Front Office Customer Support Outsourcing For SMEs & SMBs

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.

 

Front Office Technical Support Outsourcing For SMEs & SMBs

Front Office Technical Support Outsourcing For SMEs & SMBs

The Client Case Study…

As an authorised distributor of wireless IP network cameras in the US, marketing and distributing these cameras for customers across North America, Europe and Australia, our client required urgent assistance.

The Business Challenge…

Due to high influx of customer orders because of exponential growth, our client did not have the capacity of engineers to install and configure these wireless IP cameras and was not able to deliver on the promised quality of service standards that their end customers were expecting. Our client approached Phykon to deliver the required service standards and also improve the overall operational efficiency in the client’s technical support department.

The Solution…

Phykon recruited a team of specialist engineers with qualified trainers embedded, to ensure standards and quality assurance is maintained as well as training the team in customer service relationship management, call handling and email etiquette. This remote team was rostered to provide 24×7 support across three time zones (CST, GMT and AEST).

The Benefits…

Quality of service was improved with the prompt, accurate and satisfactory resolution to all Our client was for the first time, enabled to provide 24×7 customer support to its end customers. In addition, our client’s repeat orders increased by 25% because of the improved level of customer satisfaction. Plus, expenses for the quality technical support, was reduced to almost 50%, compared to the client equivalent in-house onshore team of experts.

 

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