FlightSite Success Case

Flightsite is Africa’s First Online Travel Agency based in Cape Town, South Africa, and serves thousands of travelers each month to book their holidays worldwide. It was looking for a new contact center solution to improve customer service scalability, flexibility, and cost-efficiency during peak travel periods. Read below for details on the FlightSite Success Case.

Challenges

Some of the challenges faced in this project were:

• Customer Expectations and Experience: Customers have high expectations regarding online travel bookings, including convenience, transparency, personalized recommendations, and excellent customer service. Meeting these expectations and providing a superior customer experience can be challenging.
• Technological Complexity: Online Travel Agencies (OTAs) heavily rely on robust and scalable technology platforms to handle high volumes of queries, process bookings, manage payments, and deliver a seamless user experience across multiple channels. Keeping up with technological advancements and maintaining a reliable and user friendly platform can be a significant challenge.
• Data Security and Privacy: OTAs handle sensitive customer data, including personal and financial information. It is crucial to ensure customer data’s security and privacy, and OTAs must invest in robust security measures and comply with data protection regulations, such as the General Data Protection Regulation (GDPR).

The Project

FlighSite has successfully implemented Collab’s cloudbased contact center solution, revolutionizing its customer service operations. With the new system, FlighSite has access to a cutting-edge CX solution and gains scalability and flexibility, easily adjusting resources to match demand during peak travel periods. The solution offers cost-efficiency by eliminating upfront hardware investments and providing a pay per-use model.

This cloud-based solution further provides comprehensive analytics and insights, enabling FlighSite to make datadriven decisions and continually enhance the customer experience.

Results

Moving to Collab’s cloud-based solution provided several benefits that positively impacted operations and customer service:

Scalability and Flexibility: A cloud based contact center allows FlighSite to scale up and down as needed. The flexibility to add or remove agents, phone lines, or channels is important for accommodating seasonal fluctuations, peak travel periods, and growth in a business.

Cost-Efficiency: Implementing Collab’s solution eliminated the need for large upfront investments in hardware and infrastructure.

Geographic Flexibility: Collab’s Cloud based contact center solution enables FlighSite to have agents working from anywhere with an internet connection. With this flexibility, staff can work remotely, and the company can operate in distributed teams, or access a larger talent pool.

Multi-Channel Support: Collab supports various communication channels such as voice calls, email, web chat, social media, and WhatsApp. This enables FlighSite to offer omnichannel customer support, allowing customers to interact through their preferred channels. It helps improve customer satisfaction and engagement by providing seamless experiences across different touchpoints.

Advanced Routing and Queuing: Collab offers intelligent routing capabilities to ensure customer inquiries are directed to the most appropriate agents or departments. They can route calls based on factors like language, skill set, customer history, or priority. Efficient call routing reduces customer wait times and improves first-call resolution rates.

Analytics and Insights: Collab provides detailed reporting and analytics features.

Cloud-based solutions enable FlighSite to provide cost-effective customer service as their business grows. By partnering with Collab, FlighSite can focus on providing an innovative travel portal while Collab handles all communication needs.

Key Benefits

Summary

GoConnection, a remote BPO specialist in outbound calls, elevated its service quality and adaptability by implemen-
ting OneContact CC as its contact center software.

Background

Founded in 2017, GoConnection S.A. is dedicated to providing top-notch contact center solutions with a specialization in enhancing customer experiences. As the company has experienced rapid growth, it was now looking for a flexible cloud-based solution that could seamlessly scale up to meet its evolving business needs and expansion requirements. Moreover, in light of the COVID-19 pandemic,
GoConnection also required a robust solution that enabled its agents to efficiently work from home, ensuring uninterrupted service delivery and adaptability in these challenging times.

GoConnection is a company that generally focuses on providing excellent customer service, resolving issues quickly, and ensuring customer satisfaction.

In addition, Go Connection helps improve operational efficiency, reduce costs, and increase revenue. This can be achieved by optimizing agent workflows, implementing advanced technologies such as artificial intelligence and data analytics, and regularly gathering feedback from customers and agents.

Challenges

This case presents a series of intricate challenges. Initially, the company started its operations in one site, aiming to minimize initial investment by transitioning to cloud-based communications. As the business expanded rapidly, it found itself needing to support multiple sites, relying solely on internet connectivity. This posed a considerable challenge in terms of scalability and maintaining consistent service quality.

Also, the company’s growth needed an increase in communication channels and agent capacity, adding complexity to its operational framework. To exacerbate matters, the unexpected onset of the COVID-19 pandemic forced agents to work from home, intensifying the need for reliable, flexible, and secure remote working solutions.

These challenges required a comprehensive and adaptive approach to ensure the BPO’s continued success in a rapidly evolving environment.

We make sure our agents have the tools and information they need to handle calls efficiently. We considered implementing a knowledge management system to help our agents quickly find the information they need.

Project description

GoConnection, a remote-site BPO company renowned for its proficiency in outbound calls and innovative development of services and campaigns, implemented OneContact CC as its chosen contact center software. This strategic decision aims to further enhance GoConnection’s operational efficiency and customer engagement capabilities, aligning with their commitment to delivering top-notch contact center solutions tailored to their clients’ needs.

Results

The implementation of OneContact CC as GoConnection’s contact center software brings multifaceted benefits, including the optimization of outbound call operations, streamlined service, and campaign management, and the crucial ability for agents to work seamlessly from home. This comprehensive solution not only ensures operational efficiency but also enhances customer interactions, all while providing the flexibility to adapt to changing business needs, solidifying GoConnection’s position as a leading player in the BPO industry.

Key Benefits

Summary

Cirion Technologies harnessed Collab’s OneContact technology to enhance the Provincial Government of Mendoza’s Contact Center services. This initiative proved to be a key element in starting the digital transformation efforts aimed at improving citizen services throughout the province of Mendoza. Through the adoption of this omnichannel solution, the government achieved a significant evolution in its traditional service approach by incorporating multiple options for interaction and engagement with its citizens.

OneContact extends its capabilities beyond traditional phone calls. It enables communication through various platforms, including Facebook, WhatsApp, and web-based voice calls, among others. These functionalities allowed the Attention and Citizen Management area of the Government of Mendoza to offer a comprehensive, consistent, and accessible service to the community. This flexibility allows them to engage with citizens through their preferred and most convenient communication channels.

Background

As part of its ongoing commitment to enhancing citizen services, the Mendoza government sought to transform its service center into an omnichannel platform, with the goal of elevating the citizen experience. They aimed to offer an improved service to citizens by providing multiple communication channels to meet their needs more efficiently and effectively.

The Project

One of the most valued aspects of OneContact is its flexibility and ability to integrate with other platforms through APIs. It not only allows access to the information that the Government provides to citizens for different public procedures, but it also connects to cognitive services to automate responses to FAQs, the status of procedures, appointment management, etc.

This provided citizens with the possibility of self-managing their inquiries, reducing the time to access the required information, and improving the citizen service experience. The functionalities of the OneContact platform have allowed the Government of Mendoza to optimize its internal processes, as well as to design and implement efficient routing strategies in the referral of inquiries and specific attention to the departments, areas, divisions, or most suitable individuals.

Results

The OneContact technology has played a key role in the Government of Mendoza’s ongoing journey towards Digital Transformation. Their goal is to establish smoother, more fluid, agile, and efficient communication with citizens across the entire province. This strategic adoption enables the government to maximize the full potential of Collab’s solution, ultimately enhancing the overall experience of delivering public services through the Citizen Service and Management Center of Mendoza province.

Key Benefits