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World Choice Travel, a division of Travelocity, is a travel affiliate program company that hosts privately-branded web portals with online booking capabilities for more than 57,000 hotels and resorts worldwide.
When World Choice Travel end users need immediate customer service, they call Customer Service Representatives (CSRs) that support the 57,000 hotels and resorts. Call volume was rapidly increasing and World Choice Travel needed to decrease the time spent on service calls, increase call center revenue without adding more CSRs, and improve customer service. World Choice Travel turned to Voxify Automated Agents to handle one-night reservations, confirm and cancel reservations, and hotel information. Call capacity increased by 30% and calls were resolved 29% faster. The one-night reservations Agent continually achieves a 20% conversion rate, comparable to Customer Service Representatives.
Problem
- Decrease time spent on service calls
- Increase call center revenue without adding additional CSRs
- Improve customer service capabilities
Solution
- Voxify Automated Agents
- Reservations Booking
- Confirm & Cancel
- Hotel Information
- Deployed as a Hosted Managed Service
Benefits
- Call capacity increased 30%
- Calls resolved 29% faster
- One-night reservations achieve a 20% conversion rate, comparable to CSRs
- Extremely fast deployment times
- Reservations Booking, 6 weeks
- Confirm & Cancel, 5 weeks
- Hotel Information, 9 days
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