Thomas Cook Direct has a mission to become a major travel service for holiday and flight bookings. To succeed in this goal, customer care must be second to none. The company is pursuing a reputation as a world-class contact center; it has four separate centers in the United Kingdom and employs more than 1000 CSRs, operates seven days a week, from 8 A.M. to midnight, and handles more than 80,000 calls each week.
The company needed a technology that could support and simplify the process of managing and optimizing a complex and busy workforce, but the solution also had to make financial sense and show quantifiable returns.
The company selected Blue Pumpkin's solution for several reasons. The key differentiators from other products were the capability to schedule staff according to skillsets and the easy-to-use graphical user interface. Contact center managers could now monitor all four centers from their desktop, enabling them to instantly compare resource levels and overlap and identify where staffing and skill levels could be improved for the next day.
The benefits provided by the vendor solution selected included
Enabling agents to manage their own schedules through a self-service, browser-based interface-Web-Enabled Self-Service (WESS)
Improved morale and satisfaction as a result of empowering agents with the freedom and flexibility to make their own decisions
Quick return on investment (ROI)
A 25% drop in call-abandon rates
Overall 49% productivity improvement and first-year ROI of 3000%
37% increase in agent productivity
40% improvement in service levels
10% reduction in management workload for workforce management functions
47% increase in customer satisfaction ratings
40% improvement in schedule adherence