Case Study: Online Global Travel Platform achieves higher CSAT with Concentrix Catalyst

Online Global Travel Platform boosts CSAT to 90.69% with Concentrix Catalyst

The customer, an online global travel platform, faced the challenge of maintaining strong Customer Satisfaction (CSAT) scores while managing traveler issues. They needed greater visibility into performance drivers and more robust real-time data analysis to quickly identify errors and enhance coaching for their agents. The vendor, Concentrix Catalyst, worked with them to address these operational insights.

Concentrix Catalyst implemented a solution that enhanced real-time DSAT analysis to instantly identify errors and enable faster coaching loops for agents. This approach equipped the team with continuous knowledge updates and aligned feedback. The results were a 90% CSAT score, a more than 2% month-to-month improvement in CSAT, and a 10% improvement in the quality score, demonstrating better error prevention and consistent service.