Customer Success Story
Navigating Global Expansion Overcoming Language Barriers In The Travel Industry
In the competitive world of travel, a leading travel company, which we’ll refer to as “GlobalTraveler,” was determined to make a significant impact on the international stage. With a vision to amplify revenue through worldwide advertising, they faced an inherent challenge: Their operations were predominantly monolingual, and they needed to cater to a diverse multilingual audience.
The Challenge
While GlobalTraveler dominated its native English-speaking market, international success mandated effective communication across multiple languages around the clock. The challenges before them were:
- Absence of internal multilingual resources and expertise.
- An immediate solution required to seize global opportunities without delay.
The Approach
To tackle these challenges head-on, GlobalTraveler collaborated with TSI, a frontrunner in customer support outsourcing. TSI offered a swift and efficient strategy:
- Quick Mobilization: TSI brought together a team of 15 dedicated professionals proficient in English and German, assuring uninterrupted 24/7 customer support in these pivotal languages.
- Expansive Linguistic Reach: In addition to the foundational languages, TSI ensured a 60% service coverage in other significant languages, including French, Spanish, Portuguese, Italian, Norwegian, Dutch, Swedish, and Danish, enabling GlobalTraveler to cast a wider net in these vital regions.
- Timely Implementation: The team was not only assembled but also rigorously trained to align with GlobalTraveler’s brand values and service guidelines, ensuring they were launch-ready for the scheduled roll-out.
- An IVR application to divert and manage calls efficiently
- An Email platform to facilitate seamless communication
- A Web Chat collaboration tool for real-time customer interactions
- An e-Cademy or Virtual Training Tool to ensure continuous learning and development of agents
The Results
TSI’s bespoke approach delivered transformative results for GlobalTraveler:
- Assured Excellence: GlobalTraveler’s clientele expressed overwhelming satisfaction with the quality of the multilingual support they received.
- Enhanced Productivity: Notably, the response time, a critical aspect of customer service measured through the Average Handling Time (AHT) for emails, witnessed a significant reduction. What initially took a prolonged 1000 seconds was trimmed down to a swift 200 seconds, translating to enhanced efficiency and elevated customer satisfaction levels.
- Strengthened Resolve: Bolstered by the success of this initiative, GlobalTraveler is now equipped and confident to venture into more linguistic territories.
Customer Quote
Dear Global Traveler team,
“Thank you for your help today – especially Jay who understood my problem and helped me the most. Wonderful patient customer service from Jay – much appreciated.
Katy”
Conclusion
This case underscores the power of strategic collaborations. GlobalTraveler’s partnership with TSI not only addressed immediate challenges but also laid a robust foundation for future global endeavors. By acknowledging hurdles and proactively seeking specialized solutions, GlobalTraveler set a commendable precedent for industry peers aiming for international acclaim.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
