Generating additional revenue and boosting performance with smartshoring.

The background.

Transcom was approached by a travel portal client facing a series of complex challenges. The client, operating across diverse European locations, was grappling with a high rate of booking errors, impacting revenue and customer satisfaction. Their existing multilingual support, while necessary for their international customer base, struggled to maintain consistent quality and cost-efficiency. Furthermore, the client's commitment to a premium brand image demanded exceptional customer service, adding another layer of complexity.

Adding to these pressures, the client faced escalating contact center costs. Their agents required extensive training to master intricate Global Distribution Systems (GDS) like Sabre and Amadeus. The learning curve was steep, and booking errors persisted, resulting in a substantial financial loss estimated at 200,000 Euros per month. The client sought a solution that could address these challenges comprehensively, improve operational efficiency, and enhance their brand reputation.

The solution.

Transcom implemented a comprehensive customer support strategy for a travel client, establishing two strategically located service hubs in Tunis and Budapest. These hubs provided multilingual assistance in French, Italian, German, Hungarian, Portuguese, and International English, with a dedicated team of over 240 agents. The scope of services encompassed a wide range of functions, including inbound call handling, back-office support (including ticket management), and social media monitoring through Facebook. Notably, Transcom agents successfully expanded their role beyond traditional customer service by actively promoting and selling package vacations, contributing to increased revenue generation for the client.

The results.

Transcom's innovative approach to transforming booking processes yielded remarkable outcomes. By streamlining workflows and empowering agents with comprehensive knowledge, booking error costs plummeted from €200,000 to a mere €4,000 per month. This astounding €196,000 monthly reduction exemplifies the profound impact of Transcom's expertise.

Furthermore, the integration of a gamified mobile app, designed to enhance agent engagement and knowledge retention, resulted in a 20-second decrease in Average Handling Time (AHT). This improvement not only boosted efficiency but also fostered a more dynamic and stimulating work environment for agents.

Transcom's commitment to maximizing client revenue is evident in the strategic incorporation of cross-selling and upselling techniques within the vacation package offerings. This astute approach generated an additional €15,000 per month for the client, underscoring Transcom's ability to drive tangible financial gains.