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Our client is into holiday rental business in Italy, Europe having more than 100 properties available for holiday rental.
The holiday rental business has stiff competition and cost driven. Any company has to give best of the offers to attract customers from the competition. It is possible only by reducing the over heads and the cost benefit should be given to the customer. Initially the client has approached us to recruit a team of professionals and they were planning to start their BPO operations in India.
We have proposed our Back office processing model. The client initially had reservations in outsourcing their operation. We had convinced them that we can give quality and satisfying Business process outsourcing service to their customers through Email / Chat support.
We have developed a dedicated team to deliver Back office outsourcing service our client’s operation. The BPO operation is flexible and the client monitors the work directly through various reports and through daily interaction. Every individual in the team has been given KRAs (Key Result Areas) for providing customer service to the customers and their performance is monitored directly.
We have started providing the complete back office support which includes the following.
We constantly analyze the ways to improve the Outsourcing operation using Kaizen techniques, learning organization methods etc.
Undoubtedly the Customer Support operation is a grand success and the indication is the project longevity. Some of the highlights of the success are,