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Optimising Outsourced Email Management: how Hotels.com manage, route, track and answer emails from 32 websites in 9 languages
Presented by: Paul Barnes, Managing Director, Eptica UK & Eire
Wednesday 3rd June 11.00 - 11.30am
Hotels.com, the world’s most visited hotel booking site, manages email enquiries in 9 languages using outsourced contact centres in 5 countries. Every inbound enquiry is a potential sale, or a booking question, that needs to be handled accurately and fast.
This web seminar will explain how Hotels.com achieves this using a single, multi-language email management solution integrated across all websites and contacts centres. A strategy which has enabled them to drive operational efficiency, reduce transaction times and improve utilisation of outsourced agents.
But you don’t need to operate on the scale of Hotels.com to have the same customer service issues in common. You don’t even need to be an International company to benefit from the Hotels.com story.
This web seminar will explain how to
• Enable Outsourced contact centres to improve email response times and quality of service
• Operate effective multi-language email management
Join us if you have any of these challenges:
Do you outsource your contact centre operations and have issues with quality of service or achieving visibility of agent productivity and performance?
Are you a pan-European organisation wanting to successfully integrate multi-channel enquiry handling across European websites and contact centres for maximum efficiency and cost savings?
Have you successfully embraced the online space, and are looking now to Europe to reach new consumers. How are you going to deal with customer service?
If these issues don’t affect you, read on ...
What about the number of UK consumers, for whom English isn’t their first language? In today’s multi-cultural society the ability to offer Web Self-service in languages other than English will make you more accessible and gain you sales from a broader range of customers. Being able to successfully manage online self-service in multiple languages such as Urdu or Polish is easier to manage, than you might think.
Using the case study example of Hotels.com this session will cover:
Treating every online enquiry as a potential sale that needs to be handled accurately and fast
Getting new agents, in new locations, quickly operational and ready to respond to customer enquiries
Routing enquiries effectively to the right multi-language contact centres world-wide even though the combination of multi-lingual agents at your contact centres varies at any one time
Improving first contact resolution and consistency of customer service across pan-European contact centres
Gaining visibility of inbound enquiries, agent utilisation and how effectively agents are responding
Using hosted and outsourced services to set-up customer service in new markets with relative ease and minimum risk.
For further information, please contact: Dee Roche Telephone: +44(0)7976 815140 Or contact us here »
