Travel Technology Case Study

Increased Call Volume + Flexible Partner = Successful Solution

The Story

When a technology company dedicated to solving complex travel challenges went through some challenges of their own, Working Solutions stepped in to keep operations flowing seamlessly. Read on to see the need, solution and results.

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Urgent Need

Over a span of just three months, the client experienced a 20% increase in call volume, resulting in tens of thousands of additional calls that needed handling. Working Solutions efficiently managed this increase, maintaining service excellence during critical times.

Overseeing inbound calls for this client's property service center during this crucial transitional period meant:

  • Supporting both luxury and budget travel service center.
  • Adjusting workflow during transition to different tiers.
  • Training agents to support client needs and growth.
  • Eliminating in-house team in major city.
Customer stands in the middle of an airport terminal with her phone, passport, and smartphone needing customer support

Solution Deployed

Expanded coverage for two tiers of customer clients, up-leveled staff support and increased training. Trained agents on all properties.

✅ More efficient staff support scheduling.
✅ Increased KPI performance.
✅ Adaptable to volume changes.
✅ Transitioned out in-house team and phased over to Working Solutions.

Exceeding Expectations

Working Solutions prides itself on satisfied clients and their customers. For this client, excellent service resulted in higher revenue and expanded service.
  • Increase in volume of calls required new fully-trained agents.
  • Improvement on AHT and quality of service.
  • Strengthening of Working Solutions partnership.
  • Growth of client account and expanded trust.
Happy customer service agent expertly provides care to customers in need

Coverage, Pricing, and Deductible Changes

With ever-evolving coverage options, we ensure your policyholders stay updated.  

Our team manages changes in coverage, pricing, and deductibles, guaranteeing your customers are always well-informed.

Premium Increase Management

When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.

Our agents excel at implementing upselling and cross-selling strategies to retain customers even in the face of premium hikes.

“For us to be successful, we need engaged partners who hold the same values that we do. Working Solutions hits all those check points. They have been extremely flexible during our relationship and are a true extension of our workforce. We value their partnership, and they are a great influence in our success.”
Sr. Director, Call Center and Operations

Travel Technology Client

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Who We are

Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.