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Inbound/Outbound Customer Support for Online Retail: C2C Ticket Marketplace
Main challenges
- The customer demands extremely high levels of service during the day-to-day management of end users.
- To have a very high levels of flexibility in very short time, being able to ramp up and down, due to steep peaks and lows, from 35 agents to 220 and then to 120.
Business Need of the Customer
The company, world leader with international presence, which manages a C2C marketplace of tickets to sporting events, concerts and other live events. Inbound and Outbound customer support project (voice and e-mail) for client’s end users who wish to buy or sell tickets for national and international events. Agents offer support and assistance regarding purchase, sale and refund methods, ticket tracking and / or postponed / canceled events.
The customer was looking for a partner capable of:
- Offer a multilingual team with exceptional linguistic levels
- Start the project within an extremely strict deadline
- Maintain or even exceed existing end customer satisfaction levels
- Offer quality services within a specific budget
- Offer high flexibility in terms of scale up and down scaling service very quickly in advance
agents trained and available in 2 weeks
languages covered
Short implementation time
GRS, together with its Asian partner, worked closely with the client to develop the custom project and start the relevant activity (across Europe) within 4 weeks. The new team was able to assimilate and put into practice all the necessary procedures in 2 weeks.
Multilingual
Creation of a multilingual group (Italian, German, French, Dutch, Portuguese, Polish and English) of 35 agents and associated team leaders.
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