Hotelplan SuisseHandles 2,000 calls a day effortlessly
Hotelplan Suisse is one of the leading companies in the Swiss travel and holiday market and sells products to make its customers’ dreams come true. To date, the direct brands Migros Ferien and Denner Reisen have used a central call center to deal with customers’ telephone calls. At peak times they had to deal with over 2,000 calls a day and they were looking for a better solution.
The question which sprang into the minds of those managers involved was: “Why not use the resources and expertise of the 450 employees working in over a hundred Hotelplan branches to do this work?” Swisscom adopted this plan and prepared an effective overall solution: The calls arrive in a virtual call center and are automatically distributed to those employees in the branches who are available – regardless of where they are working.
Thanks to the virtual new call center, Hotelplan customers are now served more quickly and have access to more expert advice. Hotelplan can make better use of both its personnel and infrastructure and effortlessly deal with high volumes.
«The virtual call center offers us a huge advantage: it allows us to deploy our resources to maximum effect.»
Sibylle Bloch, Manager at Hotelplan Suisse for Sales & Ops Beach Holiday Shorthaul.
Call center solutions (telephony only) for end-to-end customer support and retention, intelligent call distribution, versatile reporting, additional functions and flexible, extendable solutions.
Contact center solutions for end-to-end customer support and retention. Integration of business applications and all communication channels, several additional functions, extendable solutions.