Client: A leading global car rental company
Reaching a balance between expenses and profits is a pressing challenge for companies in the travel industry. It’s extremely imperative to hit this balance and reduce costs to remain competitive. Our client, one of the leading car rental brands with 1,900 locations across the world, was faced with the same challenge.
The Challenge
The client had been operating its in-house contact centers in the US and Canada. However, their call center expenses were high and the in-house agents were failing to achieve the desired ROI. The client contacted Telvista to explore its nearshore and offshore outsourcing solutions to achieve cost efficiency.
Solution
The client outsourced two of its business-critical customer service operations i.e., domestic and international car reservations. Telvista met an aggressive launch date for their program to reduce the cost within just a month of signing the contract. Our team ensured all quality metrics were achieved and maintained successfully without compromise in quality.
Telvista delivered the services out of its Tijuana call center, which was an ideal fit for the client since we had access to a team of bilingual agents to offer support. Since Tijuana is along the border with the US, most of the agents were very fluent and experienced in the US living experience and language and accented neutral.
We provided a solid and compatible workforce management solution with NICE IEX Voice and Avaya telecom solution for voice and web-based data connectivity in a secure workspace and optimized the call center services of the client. Within 90 days of going live, Telvista managed to hit all performance metrics with a scorecard reflecting the following results:
Results
- Significant reduction in the cost of support
- Positive accent rating
- Excellent customer satisfaction results
- 87% score on clarity of speed
- 90% score on friendliness
- 88% score on the agent’s ability to answer all questions
- 86% score on overall satisfaction
- Uniform support and performance across the US-based and internal contact centers
- Consistent quality scores from outbound customer surveys
As Telvista met and exceeded the client’s expectations and met its cost reduction targets successfully, the client expanded its relationship and became our valuable partner. They requested to add new agents and programs in Tijuana. The client recognized the professionalism shown by everyone on Telvista’s team, from executives to all agents supporting their program. Telvista has maintained this partnership for ten years now and grown the program from 240 agents to over 600 agents.