Case Study: Travelocity achieves 50% higher conversion rates with WNS

Travelocity Increases Conversion Rates of Inbound Offline Sales by 50 Percent

Travelocity, one of the largest internet-enabled travel service providers, needed to improve the efficiency of its inbound offline sales operations as customer inquiry volumes grew. To support its U.S. contact center and reduce costs while increasing revenue, Travelocity partnered with WNS and used WNS’s inbound sales process support.

WNS re-engineered the sales process, built customized training using Travelocity’s own modules, introduced LEAN Six Sigma improvements, and added MIS tracking to improve productivity and visibility. As a result, WNS helped Travelocity cut operational costs by about 40%, reduce average handling time by nearly 20%, increase calls handled per agent by over 76%, and boost conversion rates by approximately 50%.

Travelocity