- Measure the current costs of the contact center
- Identify suppliers
- Identify the service channels
- Evaluate current technology
- Evaluate performance indicators
- Check organizational structure
A company operating in the hotel segment with 23 hotels throughout Brazil, generating more than 16,000 reservations per month, recognized for its high quality level for the provision of hotel services had the need to make his reservation contact center more competitive, which involved the optimization of total outgoing without losing its relevant market position. The main objective was to work in the search for efficiency and effectiveness.
With an action focused to review processes and to renew the technology, the entire call center (break of paradigms, flows of review) was reorganized. The main goal was to acheive the zero error in the service, reduce callbacks and left connections and give to all the customers the feeling to be up to satisfy their expectations. For this we applied the working model called E2E (End to End), that means every client connection should provide a unique experience with greater excellence, assertiveness, courtesy and finalisation.
It was carried out to replace the customer’s legacy platform with the Interact Intelligence Platform, which allowed to enter the business area with a friendly and easy to use language in order to easy the implementation of new workflows.
Cost Reduction : 36%
Increased level of care : 25 %
Improved quality Note : 38%
Reducing call abandonment : 22 pp
With the proposed solution the company has reduced its customer care costs by 36%, increased its service level from 78% to 98%. Call abandonment fell from 22.5% to 0.9 %, its quality score rose from 6.0 to 8.3 and its conversion rate rose from 32 % to 44 % .