Case Study:
Interactive Distribution Solutions Provider Connects with Intelligent Agents On-Demand
Challenge
A leading provider of interactive distribution solutions and marketing services to a customer base of 12,000 hotels in more than 40 countries, was faced with the challenge of offering system support to their customers, and they required an assemblage of virtual agents within 30 days. Essentially, the company sought to partner with a highly resourceful and specialized call center provider.
Solution
In a short period of time, Virtual Agent Services (VAS) mobilized over 100 highly skilled agents to support the demands of the client.
These VAS agents were trained to provide tier 1 help-desk support services, hospitality, and sales support through an integrated multi-channel communications platform. The objective of these platforms was three-fold:
- Revise sales channel processes to drive more informed sales.
- Make operational changes to increase customer satisfaction.
- Enhance training procedures to improve the quality of calls.
Results
- Improved customer satisfaction rating by 10%.
- On average, clients have increased their conversion rates by 25% - 30%.
- Reduction in the overall cost of the customer support base.
- Enhanced training procedures for current company staff.
Related Industry: Communications / Technology
To discover how VAS can bring clarity to your challenge, contact us or call 877.241.2516