To remain competitive in a tough industry, travel companies constantly seek to reduce costs. Our client owns and franchises one of the world’s best-known car rental brands, with nearly 1,900 rental locations worldwide.

The Challenge: While still operating in-house contact centers in Canada and the U.S., the client contacted Telvista to explore nearshore and offshore outsourcing solutions to reduce costs.  Maintaining in-house levels of quality and responsiveness was a priority.  Following a review, the client decided to outsource two sets of complex and business-critical customer service calls – domestic and international car reservations.

The Telvista Solution: Telvista reduced the client’s costs while maintaining quality metrics. We met an aggressive launch date for the program, going from contract signing to agents taking calls in only one month.

Services were delivered out of our Tijuana Campestre location – an ideal fit for this client, as strong bilingual agents are readily available at an easily accessible location just a few minutes from the U.S. border. Our Tijuana agents also speak "California English," providing support in clear English with minimal accent – a top client priority.

Additional benefits include security (both data and physical) and telecom compatibility offered by the Campestre site. From our secure building to the enclosed agent area on-site, Telvista delivered the required security. On the technology side, our IEX workforce management system proved to be highly compatible with the client’s IEX system and our telecom solution was easy to implement for both voice and data connectivity.

Result: As the client’s support partner, Telvista:

• Reduced the client’s cost of support
•  Delivered and sustained the same level of performance as the client’s U.S.-based internal contact centers
• Achieved consistently favorable quality scores from outbound customer surveys, with accent never rated a poor area

• Produced excellent customer satisfaction results on items such as clarity of speech (87%), friendliness (90%), agent ability to answer all questions (88%) and overall satisfaction (86%)

Conclusion:The client has expanded the relationship to add new agents and programs in Tijuana, and has recognized the pride and professionalism shown by everyone from the executives to the agents supporting their program. We have built this program not only as a cost reduction effort, but as a long-term relationship with a valued partner.

Experience the difference:

Let one of our experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699 to learn more. Or visit us online at www.telvista.com.

Telvista lowered costs and increased support for one of the largest convenience store chains in the retail industry which operates nearly 6,000 stores in the U.S. and Canada and more than 25,000 stores worldwide

The Challenge: The client sought to increase call center efficiencies and decrease costs. They needed a solution that would also consolidate operations into one central CRM solution for various help desks, including Maintenance, Enterprise Help Desk, Franchise Customer Relations and Loss Prevention.

The Telvista Solution: By applying extensive retail experience, proven expertise handling inbound helpdesk calls and proficiency in CRM development, Telvista developed a comprehensive solution to improve this retailer’s contact center effectiveness. We began by analyzing the client’s call types, arrival patterns and workflow processes, and discovered that many support calls to the Help Desk could be automated through an Interactive Voice Response (IVR) and online technologies (rather than full-time employees) to substantially lower labor costs.

Telvista designed an IVR to track case status and workflow completion via Internet-based portals for store-based personnel and the contractors dispatched to the retailer’s stores. Telvista also provided the development and administration of the CRM application for the client.

Results: With this comprehensive CRM approach, personnel are now able to perform their tasks more easily and with fewer process steps. They now have the choice of contacting the Help Desk via phone, web or IVR. This has enabled a reduction of agent staff while increasing the total number of stores supported.

Conclusion: Telvista currently handles up to 3,100 calls a day for this client. By utilizing our automated CRM technologies, we have provided the client’s retail stores with more avenues of support and reduced costs by:

• Decreasing the number of calls to the help desk by 8%.
• Increasing the retailer’s monthly online cases to 53.4% of the total cases, thereby reducing incoming calls.
• Turning more than 6,500 calls per month into IVR transactions
• Reducing the number of FTEs
• Lowering the cost (per case creation) by 25%.

In addition, the percentage of abandoned calls has fallen to less than 50% of the client’s goal and reduced wait times for both customers and contractors, while providing more access points to needed information.

Experience the difference:

Let our experts customize a solution to fit your needs. Call Telvista today at 1-800- 563-9699 to learn more. Or visit us online at www.telvista.com.