Project Description

Hotel Booking Platform – Voice

A hotel search and booking solution company had fast growth projections not met by their previous vendor with low KPIs month over month including staffing.

Launch Date: June 2022

B2B

Problem
They had fast growth projections and their previous vendor was not meeting their KPIs month over month including staffing.
Solution
Worked with the client on increased visibility to systems and reporting to increase efficiency and month over month met KPIs and staffing with our workforce team forecasting based on historical trends.

  • Highlights

  • Additional LOB was awarded after 90 days.

  • Continued partnership with the client in identifying gaps in processes and existing reporting platform for increased productivity and efficiency of the team.

  • Collective Solution developed new dashboards to highlight priority KPIs.

Performance

We worked with the client on increased visibility to systems and reporting to increase efficiency and meet KPIs on staffing with our workforce team forecasting based on historical trends.

  • Month over month, Quality score is averaging 96% versus the goal of 90%

  • Month over month, exceeding all SLA’s.

We seamlessly enhance your enterprise.

Collective Solution, founded by entrepreneurs, provides a personalized call center experience tailored for business growth. With nearly two decades in operation, we simplify scaling customer service by managing complex operations. Our seasoned, dedicated team delivers cost-effective solutions without compromising operational excellence. We seamlessly integrate with our clients’ company culture, prioritizing high-quality service and fostering confidence. Ensuring a consistently positive experience for both clients and their customers is vital to our success.

  • Tailored Solutions For Every Client – We provide tailored customer service and revenue growth strategies, specifically crafted to address the individual requirements of every enterprise.

  • Entrepreneurial Mindset – Our entrepreneurial mentality ensures that we tackle every client’s obstacles with ingenuity, innovation, and a resolute drive for success.

  • All-Hands Approach – Utilizing an all-hands approach, our entire team is devoted to delivering outstanding customer service and fueling revenue growth for our clients.

Inbound

Our inbound customer care provides responsive solutions for all business sizes. Prioritize client needs with dedicated or shared agents delivering exceptional call experiences. Focus on meeting customer demand as we seamlessly extend your business.

Outbound

Our outbound customer service empowers businesses to improve relationships and sales. We collaborate to fortify customer bonds, drive sales, and elevate service reputation, treating clients as our own.

Back Office

Our Back Office support optimizes operations and productivity by managing contracts, invoices, payment tracking, and verifying online applications. We handle crucial tasks, letting businesses focus on core objectives and success.

Human-Assisted AI

With Human Assisted AI, we merge AI and human expertise, streamlining operations and decision-making. Services include NLP, predictive analysis, RPA, chatbots, and contract/information management for business growth and success.