| Problem(s) | Solution(s) | Impact |
|---|---|---|
| High Abandonment Rate | Analyzing past and current performance metrics to identify areas for improvement. | 40% increase in Customer Satisfaction (CSAT) scores. |
| Extended Service Level Agreements (SLAs) | Multilingual teams – including sales professionals – capable of handling contacts in + 4 languages | 90% steady First Call Resolution (FCR) rate. |
| Limited supported languages for customer service | Monitoring contacts and collecting customer feedback. | 70% lower contact abandonment rate. – 30% decrease in Cost-per-Contact |
| Technical booking and operations difficulties/ lack of technical support | Trained bench resources at the ready. | 30% boost in sales revenue. |
About the Company:
Founded in Canada in 2012, the online travel arrangements powerhouse caters to a global audience of over 5 million individuals annually. The agency prides itself in providing some of the cheapest airline tickets available, catering to millions annually (they have connected more than 30 million individuals since their foundation). With a mission to make travel accessible, the agency enables more people to visit new places and explore different cultures, through optimal itineraries, and exceptional customer service.
Client Needs and Challenges:
Since its foundation, Canada’s leading travel agency’s rapid growth in operations led to a minor decline in a few Customer Experience (CX) aspects, such as Customer Satisfaction (CSAT) scores, Contact Abandonment Rates, and Cost-per-contact.
To bridge its customer experience management gaps, the agency partnered with FlairsTech to develop scalable solutions that provide quality customer experience, elevate customer satisfaction, and accommodate the company’s growing operations and expansion strategies.
FlairsTech’s Tailored Solution:
FlairsTech’s CX team explored the status of the operations of the customer care department to identify the challenges and offer an approach for both quick, short-term fixes and long-term solutions, which included:
- Improved SLA
FlairsTech worked closely with the travel agency to enhance their SLAs to ensure faster response and resolution times for customer inquiries and issues. By analyzing historical data and current performance metrics, FlairsTech identified critical areas for improvement.
- Multilingual Inbound & Outbound Customer Support
Recognizing the travel industry’s global nature and travelers’ diverse linguistic backgrounds, FlairsTech implemented a multilingual inbound and outbound workforce (capable of handling + 4 languages). This ensured the travel agency caters to customers in their native languages, significantly improving communication and customer satisfaction.
Additionally, the workforce scheme included bench resources and on-demand agents to accommodate increased seasonal demand, rush hours, and unexpected volumes of calls.
- Technical Support
FlairsTech provides specialized technical support to address travelers’ digital and technical needs and the travel agency’s operations. This included technical support for online booking systems and troubleshooting website issues to ensure smooth bookings and accessibility of all channels.
- Inbound Sales & Telemarketing
FlairsTech deployed a skilled team of inbound sales and telemarketing professionals to boost the travel agency’s sales and market reach. This team focused on converting inquiries into bookings, upselling travel packages, and informing potential customers about special promotions and offers.
- Quality Assurance
FlairsTech introduced a comprehensive quality assurance (QA) service to ensure adherence to the highest customer service standards. The QA team regularly monitored and evaluated customer interactions across all touchpoints, collected feedback from travelers, and implemented continuous improvement processes.
- Reporting & Analytics
FlairsTech implemented a robust reporting and analytics framework for the travel agency to enable informed decision-making and continuous improvement. This framework provided real-time insights into customer service performance, customer satisfaction levels, sales effectiveness, and operational efficiency.
Impact:
FlairsTech’s solutions successfully addressed the gaps in customer care operations and directly improved the overall aspects of the customer experience outsourcing as follows:
- The customer satisfaction and net promoter scores witnessed an impressive increase of 40% in just 1 year.
The effective SLAs FlairsTech implemented set defined response times for different communication channels (e.g., email, phone, and chat) as well as resolution times for all types of customer requests, ensuring that travelers receive timely and efficient support, thereby enhancing overall customer satisfaction and trust in the travel agency.
- The back–office resolution rate reached 90%, and the overall first-call resolution rate increased to 90%
This accomplishment involved a multi-faceted strategy that optimized both the frontline and back-office operations to ensure quick, accurate, and satisfactory resolutions to customer inquiries and issues on the first interaction. Moreover, it efficiently handled more complex cases requiring back-office intervention.
- The cost-per-contact was lowered by 30%, while the call abandonment rate was lowered by at least 70%
FlairsTech implemented a productive hours scheme to ensure the maximum operational capacity of the workforce. Hence, productivity witnessed a 50% increase. Additionally, the continuous training and QA efforts reduced the AHT by 50%, contributing to an overall enhancement of operational costs.
Furthermore, FlairsTech implemented Capacity Plan Analysis, forecasting weekly, daily, and interval capacity to report the workforce status and update the team’s sizing if needed.
- Sales revenue witnessed 30% increase in just one year!
FlairsTech adopted a customer-centric approach to promote and market the services and further the reach of the sales strategies of the agency.
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