Fulfillment Services
World-class contact center services.
With Customer Contact Centers located in Boise, ID and St. Louis, MO; Connexions Loyalty Travel Solutions employees over 500 highly qualified team members. Ours are the first and only travel centers to receive internationally recognized COPC quality certification, assuring our clients of best-in-class quality, every step of the way. We also hold Level 1 Service Provider and Merchant PCI certification through Trustwave Payment Card Industry Data Security Standards (PCI DSS). We are leading the way in security standards as a company with world class data security for our clients, customers and partners.
With a focus on quality and process improvement our staff receive up to seven weeks of training and are supported by market leading phone, IVR, speech recognition, call recording, workplace management and quality scoring systems and services.
Flexible configurations giving you options to build your program:
- Varied private labeled configurations (contact center, Work from Home, offshore)
- Networked contact center capabilities
- Full service programs (loyalty, leisure, cruise & package, emergency services)
- Customer segmentation support (Domestic, International, VIP)
- Online and offline support
- Multiple reservations and loyalty systems support
- Integrated telephony solutions including voice/data recording and speech recognition
Service Delivery - We measure what is important to you and your cardholders:
- Service definitions : Service levels, Average Speed to Answer, % Abandon, and others
- Quality definitions : Customer Operations Performance Center standards and Six Sigma Defect Management methodology
- Voice of the Customer : Regular customer survey against your definitions
Operational Excellence - Delivering consistent, reliable performance:
- User of Contact Center Operational Performance (COPC) standards
- Six Sigma process improvement framework
- Strict defect management - category, cause, cost
Advance planning and real-time management techniques to ensure calls are handled on-time, every time |
