A premium travel operator, who has been a leader of the bus operating industry uses Knowlarity’s Contact Center Solution to reinvent the way it engages with its customers and build a relationship in order to provide them with a personalized and smart experience.
The Tour Operator had elaborate phone systems in their offices in two locations and ran their contact center operations in a manner that wasn’t automated, data-driven or customer-centric. There was no centralized monitoring system for the data generated by the two contact centers. Often agents would manually fill up the requirements of their leads, review conversations, and design a package. This would result in agents being less productive as they spent more time on one customer. The managers would have to manually work on reports to understand their ROI, conversion, churn and better processes. All these problems could only be addressed using a cloud contact center which would help in streamlining these operational processes.
A centralized cloud-based contact center solution with both Inbound and Outbound Support has helped the company to reinvent its sales optimization process. Every call placed is recorded and the analytics dashboard helps monitor every agent’s performance even when working remotely.
Knowlarity's Cloud Contact Center Solution equipped the company to offer Superior Customer Support along with amplified agent's productivity
The Cloud-based contact center solution has reinvented the way the travel company works with its customers to build a relationship in order to provide them with a personalized and smart experience. By making use of the dashboard, there are built-in solutions and integration available for agents to better manage the customers’ demand. Agents don’t have to manually fill in data, in fact now already have a dashboard that lets them view the data from the previous conversations the customer may have had with a previous agent/(s). The productivity of Agents has also increased by leaps and bounds due to the automation of tasks that earlier required tedious efforts from agents.