#1 Travel Booking App Bridges Scarce Resource Gaps and Improves CSAT with IGT Solutions
CASE STUDIES
Learn how we swiftly addressed the mobile-first travel platform's need for seamless global support by deploying a Smart Agent™ method, resulting in a 30% reduction in time to fill positions, a 20% decrease in resolution time, and a 15% increase in CSAT within 90 days.
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About the Client
The Client is a mobile-first travel platform, travel booking app, and online travel marketplace that sells flights, hotels, rental cars, and short-term rentals.Business Challenges
To reduce disruptions in delivering seamless support to its global community, the Client needed to rapidly onboard qualified multilingual agents with minimal impact on the customer experience.Business Solution
IGT Solutions deployed a three-pronged strategy to address the Client's support needs by rapidly deploying a seasoned team to deliver world-class multilingual support.
- The Smart Agent™ method prioritized precise recruitment alongside custom technology-driven agent enablement resources.
- Ongoing support and monitoring throughout the integration phase
- Developed a streamlined pre-training program within tight deadlines and implemented stringent quality control measures
Business Results
0%
Reduced time to fill positions
0%
Reduced resolution time
0%
Increased CSAT within the first 90 days
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