The Challenges:

1. Clients complaining about fraud cases which are unrelated to the reservation, but due to technical issues that exist in the system and in the hotels systems, some of the reservations don’t reach the hotels.

2. Fraud reports are damaging dramatically the rating scores of the company and every month the sales are dropping

3. Management structure of 1 manager.

4. Lack of operators skills that effect the sales targets of incoming calls.

5. Struggling in recruitment of employees and retention.

 

Goals:

1. Goal 1 – After identifying the barrier in the process funnel we consulted with a technical support team in order to overcome the technical barrier and create a flow process.

2. Goal 2 – clearing the brand reputation and transform him to become once again, a trusted brand.

3. Goal 3 – re-organize the management structure of the operation part, to allow fast management control in real time.  

4. Goal 4 – developing the sales skills of the operators and increase their sales results

5. Goal 5 – recruit new employees and make the current one stay.

 

Results:

1. We succeeded to guide a technical team in identifying the process funnel problems. Technical adjustment were done accordingly and the process flow was boosted based on our targets.

2. A special online reputation management plan was developed and executed by our online social media brand (EVO-MCBA). The brand was monitored worldwide and responds to client were fast and accurate. Through another EVO’s technological support we succeeded to increase the positive reviews in 1044%

3. The operators were divide into teams with operation manager, increasing the stability and the work supervision.

4. The operators were trained with a special call center support & sales training, which increase their sales ratio in 670%

5. Retention employee program was initiated in the company with long term benefit for employees.