Based in the heart of London, Benz Travel * has built a strong reputation as an outstanding travel agency. This status is founded on providing highly responsive customer service, using industry-leading expertise to deliver travel packages tailored to suit its clients.
To consolidate its success and meet the growing demand for its travel services, Benz Travel needed to boost its call handling capability. And like many organisations, the company wanted to increase its call capacity through tactically outsourcing to India. However, facing the tight margins that prevail in the travel sector, Benz Travel needed to adopt an incremental approach to growth, involving minimal risk.
To enable Benz Travel to handle an increasing number of calls whilst maintaining high service levels, Nortel recommended a solution based on Nortel's Business Communications Manager (BCM) 400 with Nortel Professional Call Center , in conjunction with Nortel IP Softphone 2050 s This would allow the agency to establish a virtual call centre, giving the company the tools to easily and cost-effectively expand its operations.
Results & Benefits
- Easy and cost-effective expansion of the agency's operations with a virtual contact centre supporting a number of off-shore agents in New Delhi, India
- Full contact centre functionality, with skills-based routing for swift connection of customers to the appropriate resource
- Scalability as the company expands, with straightforward addition of further end users on a pay-as-you-grow basis
- Real-time online reporting providing secure, web-based access to call centre performance statistics for local and India-based call agents