Reducing Agent Errors in Reservations Bookings [Infographic]

by Amy Bennet in Amy Bennet, Call Center Metrics, Infographic

In the ground transportation reservations business, accuracy is critical. Any small error could result in a customer being stranded in transit or missing flights. For our executive ground transportation client, we have an SLA requirement to meet certain measures on incident rates attributed to Blue Ocean as a percentage of cases. While we were operating well within the SLA requirement, we wanted to improve the client’s customer experiences by working to reduce this further. We’ve shared the how-to and the “proof is in the pudding” results through this infographic.

Because we love infographics as much, well, almost as much, as we love finding ways to push the service excellence envelope even further…

Reducing Agent Errors

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