Overview
A part of one of the world’s biggest travel conglomerates, our client is a leading pan – European travel services provider. The company offers a range of travel products and services including a choice of over 250 airlines, 65,000 hotels, holidays, car hire and travel insurance.
Faced with an intense need for cost reduction with regard to back – end support and front – end sales, the client required an offshoring partner who could manage end – to – end operations. With strong management background and sound quality standards, Intelenet’s 700 ‘Travel experts’ manage a diverse customer audience spread across the globe with multi – lingual capabilities managing an entire gamut of services ranging from Customer Service, Sales, Fulfilment, Retention and Resolution Desk (RRD), Helpdesk Support, Back – Office Operations (Fare/Contract Loading, Fare Redistribution and Quality Check though its premier sites in India. Intelenet’s relationship with the client spans seven years.
The client commenced offshoring of the operation in 2001 with a few services such as telesales, fulfilment, online support that was subsequently expanded to include customer service and European Operations.
The key highlights of the operation are as follows
A part of one of the world’s biggest travel conglomerates, our client is a leading pan – European travel services provider. The company offers a range of travel products and services including a choice of over 250 airlines, 65,000 hotels, holidays, car hire and travel insurance.
Faced with an intense need for cost reduction with regard to back – end support and front – end sales, the client required an offshoring partner who could manage end – to – end operations. With strong management background and sound quality standards, Intelenet’s 700 ‘Travel experts’ manage a diverse customer audience spread across the globe with multi – lingual capabilities managing an entire gamut of services ranging from Customer Service, Sales, Fulfilment, Retention and Resolution Desk (RRD), Helpdesk Support, Back – Office Operations (Fare/Contract Loading, Fare Redistribution and Quality Check though its premier sites in India. Intelenet’s relationship with the client spans seven years.
The client commenced offshoring of the operation in 2001 with a few services such as telesales, fulfilment, online support that was subsequently expanded to include customer service and European Operations.
The key highlights of the operation are as follows
- The Operation services a diverse customer audience spread across the globe in different geographies including UK, Ireland, Continental Europe and North America
- Global operating model is serviced from two sites in India with staff having multi – lingual capabilities in English, German, French, Spanish, Italian, Russian, Portuguese and Japanese; both sites also ensures business continuity at all times.
- The F&A team handle reconciliations with over 187 banks in multiple currencies handling over 500 supplier and intermediary accounts.
- The teams have developed expertise in Global Distribution Systems (GDS) such as Galileo / Worldspan / Apollo / Supplier Link / Sabre / Amadeus thereby developing a platform neutral centre of excellence.
- In – Depth ‘Fare – Loading’ capability with a dedicated team of experts loading net fare contracts from over 75 airlines.
- A dedicated Internet Marketing team works toward driving traffic to the website through Search Engine Optimisation (SEO) & Rankings, ‘Pay per Click’ Campaigns and Affiliate Network Management. The team also develops micro sites for product promotion that help generate bookings.
- The pricing team operates as part of the client’s revenue management team, collecting and analysing data from public domain, competitor websites etc to ensure that the client online prices are the most competitive.
- The Comparator team collects and collates data from multiple websites and develops a Product Comparator, thereby enabling decision – making and offering customers a neutral choice.
The Intelenet Impact – Value Delievered
- Intelenet has met and exceeded quality targets in spite an increase in call volumes
- Conversions for Telesales are consistently at an all time high with Air Conversion and Hotel ‘Attach’ rates
- Results delivered by the Retention and Resolution Desk has led the client to expand the market to more European locations.
- The Search Engine Optimisation (SEO) score for the client website’s targeted search terms improved by a considerable margin thereby beating global competitors between Q1 – Q2 2008.
Overview
Our client, is the official information service provider for rail travel operators in UK handling over one billion rail passenger journeys annually. Our client gets the largest volume of inbound calls per day per hour amounting to more than 20 million calls every year. The client, a part of the Association of Train Operating Companies (ATOC), provides impartial advice on rail travel through a number of channels including a network of contact centres in the UK and India, Web and SMS support with its performance strictly regulated by the Department for Transport, UK.
Intelenet Global Services manages the client’s contact centres in India, which handles Inbound Customer Service Calls – queries regarding arrival & departure schedules, routes, availability, ticket fares and the best travel options within the UK.
The client wanted to achieve improved customer service and lower total cost of operations. The key service level agreed between the client and contact centre were:
Our client, is the official information service provider for rail travel operators in UK handling over one billion rail passenger journeys annually. Our client gets the largest volume of inbound calls per day per hour amounting to more than 20 million calls every year. The client, a part of the Association of Train Operating Companies (ATOC), provides impartial advice on rail travel through a number of channels including a network of contact centres in the UK and India, Web and SMS support with its performance strictly regulated by the Department for Transport, UK.
Intelenet Global Services manages the client’s contact centres in India, which handles Inbound Customer Service Calls – queries regarding arrival & departure schedules, routes, availability, ticket fares and the best travel options within the UK.
The client wanted to achieve improved customer service and lower total cost of operations. The key service level agreed between the client and contact centre were:
- The Percentage of Calls Answered (PCA) i.e. calls answered against calls offered
- As the key focus of the contact centre was to provide quality customer service key measures of quality were Customer Satisfaction (CSAT) and Mystery Shopping Scores
Advisors recruited for the process are put though an intensive 8 – week training schedule that includes induction, voice and accent training, pre process, process training and on the job training, assessment and certification before handling live calls.
Intelenet uses a Train – the – Trainer model, where trainers are sent to the UK for training, process mapping and knowledge transfer. Advisors who are trained in the UK by the client on disruptions, trains and stations to get a thorough ‘feel’ of train travel in the UK and are instrumental in the information flow to the communication centre in normal days as well as days of disruption.
To ensure service levels were on track, Intelenet set in place stringent quality management procedures including remote live monitoring and Briefing Effectiveness and Training Assessment (BETA) ensuring transparency and flexibility to our client based on their business environment and changing needs.
Intelenet also implemented Six Sigma and COPC standards to the process and easily met and exceeded SLAs consistently, maximizing client and customer satisfaction.
Intelenet uses a Train – the – Trainer model, where trainers are sent to the UK for training, process mapping and knowledge transfer. Advisors who are trained in the UK by the client on disruptions, trains and stations to get a thorough ‘feel’ of train travel in the UK and are instrumental in the information flow to the communication centre in normal days as well as days of disruption.
To ensure service levels were on track, Intelenet set in place stringent quality management procedures including remote live monitoring and Briefing Effectiveness and Training Assessment (BETA) ensuring transparency and flexibility to our client based on their business environment and changing needs.
Intelenet also implemented Six Sigma and COPC standards to the process and easily met and exceeded SLAs consistently, maximizing client and customer satisfaction.
The Intelenet Impact – Value Delievered
The benefits that the contact centre delivered included:
- Handling aggressive ramp – ups without affecting quality and CSAT
- Surpassed all Service Levels consistently every month since second week of ‘Go Live’
- PCA maintained despite disruptions
- Consistently high CSAT. VoC (Voice of Client) scores consistently achieved at six out of seven
- Mystery shopping scores consistently above 95 per cent
- Ranked amongst the top sites in LCM (Live Call Monitoring) Quality globally.
Case study – London Bomb Blasts
The contact centre managed by Intelenet exceeded client expectations by coping with the increased call volumes to help British train passengers find their way after the London bombings triggered panic and disruptions. During this period the calls received worldwide by the client was 200 per cent over the forecasted volume.
The contact centre put in its best efforts to help customers despite the disruptions and chaos:
The contact centre put in its best efforts to help customers despite the disruptions and chaos:
- All advisors along with team leaders, managers and trainers were logged into every available workstation to handle ‘back to back’ calls with restricted breaks. Management made suitable arrangements for refreshments (drinks & dry snacks) to be supplied on the floor.
- Advisors and Team Leaders worked ‘over time’ cancelling approved time off. Appeals for extended overtime were received positively.
- A dedicated team manned updates flashed on Plasma screens in co – ordination with the client.
- Team Managers and Team Leaders continued call monitoring and regular briefings to ensure that correct information was being provided to commuters.
As a result of this, the Mumbai contact centre achieved best PCA on that day from all the client global sites
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