One of the world’s largest accommodations platforms needed a team that could keep up with their aggressive scale requirements without compromising the travel experience of their millions of customers.
We increased the team from 300 in January to 650 in August, just in time for the seasonal summer spike, and built a customized facility for the campaign. Our scenario-based training helped our agents deal with more complex situations, such as complaints and escalations. We provided further support by handpicking agents and managing 8,000 aging tickets from the onshore support team. Our dedicated team of business analytics experts also tracked customer trends, agent performance, and team compliance, allowing us to act on time-sensitive opportunities without jeopardizing service quality. Ultimately, our flexible campaign operations scaled 216% to handle global seasonal spikes.