Call center outsourcing provider Sitel recently detailed a case study of their products, where a provider of consumer-direct travel services for the leisure and business traveler
partnered with Sitel to help its “millions of customers” plan and purchase vacations
either online or by phone.
The challenges they were dealing with are common to call center outsourcing providers working in the travel business including seasonal sales and call volume. In this particular case, there were serious call sales spikes in the first two months, doubling the normal call volume.
Obviously what the client needed was an approach from the vendor using flexible operations, including the ability to scale and adapt quickly to changing volumes, one that left the client capable of rolling out new sales programs within a 48-hour time frame, and offering a tiered service strategy.
Sitel officials say each of their contact center outsourcing offerings is focused on providing value, via such means as improving brand image through consistent and accurate handling of your customer contacts, providing access to accurate, up-to-date information, driving timely customer issue resolution and capturing customer service information for analysis and conversion into market opportunities.
They also seek to provide a flexible and scalable operating environment that can accommodate dynamic shifts in volume, workload and staffing requirements while using a sophisticated network of contact centers in 26 countries, including cost-competitive offshore and nearshore locations.
The way Sitel officials explain it, in their approach integrating operations platforms enables work interflow between outsourced customer contact centers, third-party vendors and internal centers while supporting multiple communication channels such as telephone, web, e-mail, fax, SMS, traditional mail, etc. Not to mention that implementing self-service and automation strategies further improve performance and reduce costs.
Sitel works with the theory that a superior operations model provides cost efficiencies, and a global footprint offers nearshore and offshore expansion opportunities that allow for more options and ways to benefit the client.
The project was deemed a success by both Sitel and the client. They met or exceeded quality goals 13 times in a 14 month period, and met or exceeded monthly service level goals 10 times in a 14 month period.
Also, Sitel officials reported an improved Average Handle Time (AHT) over the client’s internal operations and that the operation “met or exceeded the sales conversion rate set by client’s internal operations.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jamie Epstein