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The client is a secondary market for events and programs in UK. The client is in the expansion mode and needs a helping hand to manage their high call volume. The client wanted to outsource inbound process to us which involves answering customer questions, facilitate online bookings, customer support services and answering their general enquiries.
The challenge is learning the domain in a short span of time. The other biggest challenge is to set up technologies like CRM and telecom connectivity in a short span of time.
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 had to organise training, technology and transition all at the same time. We had to conduct crash courses to the team to shorten the training duration. The technology requirement needs to be co-ordinated with the partners, vendors and our IT team. We had to schedule series of meetings between the parties to ensure everything is achieved on the first attempt.
The clients support was immense to make the transition smooth. The team started to deliver results as expected from the 2nd day.
The complete transition got completed in 2 days and the operation is a big success. The operation is growing steadily and improving. The client is adding additional services consistently after experiencing our effective inbound support services.