A Leading Travel Company Uses Enkata to Reduce Booking Costs While Improving the Customer Experience

Challenge

A leading hospitality/travel booking organization had seen an increase in call center costs, and a decline in customer experience ratings.

In its call centers, agent coaching was driven primarily by average handle time metrics to try to manage costs. Management knew FCR was a better way to measure customer satisfaction, but they didn’t have an accurate way to create the metric, or a coaching system that would help eliminate repeat phone calls.

Solution

By implementing Enkata’s First Contact Resolution Business Solution, the company was able to calculate and track its FCR rate down to individual agents for specific call reasons. Supervisors were surprised to learn that they had a substantially higher repeat call rate than they thought, with repeat calls representing 29 percent of all calls and nearly $21 million per year in unnecessary expenses.

With the new automated FCR metric and built in coaching workflow, supervisors are now able to focus on correcting the agent behaviors that lead to low FCR performance. In addition to reducing over $2.5 million in unwanted phone calls, the new focus has increased company’s customer satisfaction rating by 21 percent.

Learn more about Enkata industry specific solutions for Hospitality and Travel