Fareportal is a leading US travel technology company that operates a number of websites across the globe. Within 20 years of operating the company became a valuable partner with 500 airlines, over 1 million hotels and hundreds of car agencies worldwide.
About the project
Fareportal was looking for a solution that would help retain regular and potential customers, while ensuring stable revenue for the company, as well as keeping customer satisfaction at the highest level. This was Fareportal's first experience of cooperation with a company that provides outsourcing services. That is why the model of cooperation developed already in the process, improving and becoming more convenient for both parties over time and with experience. This means that in addition to the main KPI goals, new, but no less important tasks arose in parallel, so we rapidly changed and adapted work processes to existing requirements and flexibly adapted to any conditions.
The Simply Contact team handled over 20,000+ calls per month, exceeding expectations and targets. Our partnership has resulted in the expansion of the team into 3 divisions: Customer Retention, Ticketing, and Scheduling.
Thanks to a clear division of labor, we managed to evenly divide the workload among departments, so the work was performed more concentrated and qualitatively. We launched a huge campaign in the department: intensive trainings began, the call and request processing model was completely revised. The result was numerous achievements and exceeding the customer's goals, even setting new records in the industry.
Simply Contact definitely succeeded in achieving the goals set by Fareportal. We were able to increase the level of customer satisfaction from 0, stabilize the rate of customer retention, ensure the target level of profit for the company from our departments. Our support team has developed effective communication solutions, training models and quality assurance, thanks to which we have provided high-quality services 24/7/365 around the world.
calls per month
agents on the line
CSAT from 0%
Thanks to Simply Contact’s work, they manage to increase the Net Promoter Score and retained customers. They establish an effective workflow through excellent partnership and transparent communication. The team’s performance set them up well for a long-term collaboration.
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