Case Study: Global Leader in Business Travel Management achieves successful handling of unprecedented Olympic call volumes with Aptara's scenario-based London training

Global Leader in Business Travel Management - Customer Case Study

A multinational travel-program management company needed to prepare its call centers for a major surge in inquiries ahead of the 2012 London Olympics. Representatives had to give informed, personalized recommendations about London hotels, dining, attractions and Olympic venues even though most had never been to the city.

Aptara developed an interactive, scenario-based e-learning course, "CTN London Up‑Close," that put trainees in callers’ shoes with mentor-led navigation, location hotspots, scenario and task screens, and recap quizzes. The training increased agent confidence and engagement, enabled the contact center to successfully handle unprecedented call volumes during the Olympics, and won a Brandon Hall 2012 Gold Award for Best Custom Content.