How did a hospitality innovator use multilingual hubs to achieve an outstanding NPS and cut employee attrition to less than 1%?
The goal
To provide multilingual support that builds solid and sustainable customer loyalty, enduring the most demanding travel seasons and tackling the challenge of retaining a flexible team.
The outcome
61
NPS, 50% above the hospitality industry average
+12%
solves per day, increased by 12% year over year
for French- and Portuguese-speaking markets
-23%
reduction of work handle time
<1%
attrition, an 87% reduction
The challenge
Our client operates a global platform that connects travelers with unique accommodations and experiences worldwide. Customer support is paramount to our client as it plays a pivotal role in ensuring all users have a seamless and enjoyable journey from booking to stay.
Since Foundever™ partnered in 2015 with this disruptive brand in the hospitality sector, the mission was clear: To offer support in multiple languages to build customer loyalty and retain a flexible team.
The journey was not without its fair share of challenges. Navigating the intricate balance between ever-evolving customer demands, fluctuating seasonal patterns and the imperative to retain skilled agents during critical periods posed formidable obstacles.
Moreover, recent operational adjustments on the client side introduced additional complexity, affecting crucial performance indicators such as cases solved per day and work handle time for French- and Portuguese-speaking agents. These challenges underscored the need for adaptability and strategic solutions to maintain operational excellence amid evolving circumstances.
The solution
Support delivered from multilingual hubs to North America, EMEA and APAC
Industries
Travel & hospitality
Channels
Voice, chat
Languages
English, French, German, Portuguese, Spanish
To address these challenges head-on, a comprehensive solution was devised. Our multilingual support hubs operated strategically to cater to diverse linguistic needs, ensuring a seamless and personalized experience for users across different regions.
Leveraging continuous improvement methodologies and variation-based management, critical areas impacting the customer experience were identified and fine-tuned, enhancing customer loyalty.
Our recruitment and training expertise played a pivotal role in ensuring the optimal number of trained agents equipped to handle seasonal fluctuations.
Furthermore, with the introduction of the AI trainer solution — a real-life conversational simulation specifically designed to improve proficiency — we promptly addressed the solves per day (SPD) and work handle time (WHT) indicators for French- and Portuguese-speaking agents. This holistic approach not only addressed the existing challenges but also positioned our client for sustained success in a dynamically evolving market.
Results
61
NPS, 50% above the hospitality industry average
+12%
solves per day, increased by 12% year over year
for French- and Portuguese-speaking markets
-23%
reduction of work handle time
<1%
attrition, an 87% reduction
The results were nothing short of remarkable. An NPS of 61 showcased the success of the collaboration, outperforming industry standards. Foundever consistently maintained 100% accuracy during seasonal peaks. The French and Portuguese markets experienced a commendable 12% increase in solves per day, complemented by a 23% reduction in work handle time. Attrition among +1,000 FTEs , which was a persistent concern during peak seasons, witnessed an astounding 87% decrease, ensuring stability during challenging periods.
Agent testimonials
“I completed all simulations, and my favorites were the guided ones. My only previous experience in a call center was right before [this client] — a project for [another client] also with Foundever — and I wish I would have had the opportunity to use this tool when I started there. Great stuff, really appreciate it.”
—G.N., Lisbon
“The AI tool exceeded my expectations. It gave me a practical and safe way to improve my call skills, which were very weak as I had no previous experience in this business.”
—E.T., Lisbon