Handling 15,000+ Calls For TripMole Travel Agency

About the Project

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  01

  Challenge

  AgainAgain team was tasked with handling an overwhelming 15,000+ calls per month, surpassing initial expectations and targets. As TripMole evolved into three distinct divisions — Customer Retention, Ticketing, and Scheduling— it became crucial to maintain the same high level of quality and efficiency while accommodating this rapid growth. The challenge was not only to sustain momentum but also to ensure that the increased workload was distributed evenly among departments, preserving the concentration and quality of work. Furthermore, the implementation of intensive training, a revision of call and request processing models, and consistently exceeding customer goals required a well-structured strategy to maintain and build upon these achievements, setting new industry records.

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  02

  Key requirements

  • Fluency in English and cultural understanding
  • Customer Satisfaction (CSAT)
  • Stress resistance and team effectiveness
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  03

  Solution

  AgainAgain team established a clear division of labor to evenly distribute the workload among departments, allowing for more concentrated and high-quality work. The company initiated extensive training programs, and the call and request processing model was thoroughly revised. The result was a series of significant achievements and the surpassing of customer goals, often setting new industry records.

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  04

  Achievements

  • CSAT increased from 0% to an impressive 75%
  • The average duration of calls was reduced
  • The percentage of retained clients reached 15-18%
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  05

  Tasks we fulfill

  • Handling both cold and warm inbound calls
  • Making outbound calls
  • Offering consultations on fare rules, airline policies, baggage transportation, and involuntary flight changes