Case Study: UK Based Association for Train Operating Companies achieves 50% reduction in customer enquiries with Teleperformance

Process Re-engineering for a leading UK based association for Train Operating Companies led to a 50% Reduction in Customer Enquiries

Teleperformance worked with a UK Based Association for Train Operating Company in the Travel sector to address high contact volumes, poor quality of information during disruption, and declining customer satisfaction. The customer wanted to review contact drivers and find ways to reduce overall enquiry volumes, while improving the customer experience.

Teleperformance used process re-engineering, proactive IVR routing analysis, and advanced analytics to identify root causes of contact drivers and customer sentiment. As a result, Teleperformance helped deliver a 30% reduction in non-client-related contacts, a 45% reduction in customer enquiries, and an overall improvement in cost to serve and customer experience.