Client Overview

A multinational retail and technology company faced challenges in managing customer inquiries, leading to long resolution times, low CSAT scores, and inefficient agent workflows. The company sought an outsourcing partner that could streamline its support processes while maintaining high customer satisfaction.
 

Challenges

  • High Average Handling Time (AHT), leading to customer frustration.
  • Inconsistent First Call Resolution (FCR) rates due to lack of standardized processes.
  • Declining Customer Satisfaction (CSAT) scores due to long wait times and repetitive issue escalations.
  • Limited data-driven insights to identify the root causes of inefficiencies.
 

Solution: Implementing the DMAIC Framework

To address these challenges, NEXperience applied the Six Sigma DMAIC (Define, Measure, Analyze, Improve, Control) methodology to optimize customer support operations.
 

DEFINE

We collaborated with the client to establish clear project goals:
  • Reduce AHT by 30%.
  • Increase FCR rate by 20%.
  • Improve CSAT score by 25% within six months.

MEASURE

  • Collected baseline data on AHT, FCR, and CSAT scores over the past six months.
  • Mapped out the customer journey to identify process bottlenecks.
  • Conducted time and motion studies to evaluate agent efficiency.

ANALYZE

  • Identified common failure points leading to multiple call transfers.
  • Discovered inefficiencies in knowledge base accessibility that delayed issue resolution.
  • Pinpointed agent training gaps that resulted in inconsistent responses.

IMPROVE

  • Redesigned the knowledge management system, enabling agents to access FAQs and troubleshooting steps faster.
  • Developed structured training modules focused on high-impact inquiries and proactive issue resolution.
  • Implemented AI-driven chatbots for Tier 1 inquiries, freeing up agents for complex cases.
  • Optimized IVR routing to ensure customers reached the right department on the first attempt.

CONTROL

  • Established real-time dashboards to monitor KPIs and agent performance.
  • Conducted weekly performance reviews to track progress and reinforce best practices.
  • Integrated a feedback loop allowing agents to suggest continuous improvements.
 

Results AchievedClient Overview

A well-established international travel and hospitality group, operating across North America faced growing pressure to deliver seamless customer service while managing surging seasonal demand. Their support teams were overwhelmed with inquiries related to bookings, cancellations, loyalty programs, and real-time travel issues—resulting in poor guest experiences and brand dissatisfaction.

Challenges

  • Long Response Times, especially during peak seasons, leading to a 36% drop in guest satisfaction.
  • High Rate of Booking Errors, particularly with multi-leg itineraries and last-minute changes.
  • Limited 24/7 Support Coverage, affecting guests in different time zones.
  • Inefficient Handling of Loyalty Program Inquiries, reducing program engagement.
  • Manual Workflows for cancellations and rebookings, increasing turnaround time.
 

Solution: Implementing the Lean Six Sigma Framework

To address these challenges, NEXperience deployed a Lean Six Sigma strategy tailored to the unique needs of the travel and hospitality sector—focusing on reducing waste, automating processes, and boosting guest satisfaction.

DEFINE

Defined project objectives in collaboration with the client:
  • Reduce average response time by 40%.
  • Decrease booking errors by 35%.
  • Provide true 24/7 multilingual support.
  • Automate loyalty program workflows and rebooking processes.

MEASURE

  • Gathered historical support ticket data and tracked seasonal volume spikes.
  • Measured average handling time (AHT), guest satisfaction scores (GSS), and resolution rates.
  • Identified bottlenecks in manual booking and cancellation flows.

ANALYZE

  • Found that 40% of delays came from manual rebooking procedures.
  • Discovered that agents were spending 30% of their time on loyalty program questions due to lack of centralized data.
  • Identified gaps in language support for late-night travelers in Asia and the Middle East.

IMPROVE

  • Launched an AI-Powered Multilingual Chat Support System for 24/7 coverage across time zones.
  • Integrated real-time booking systems with automation for cancellations and changes, reducing human error.
  • Developed a self-service portal for loyalty program management, cutting down agent time by 50%.
  • Standardized training modules for travel-specific inquiries, improving resolution accuracy.

CONTROL

  • Introduced a centralized dashboard for real-time SLA tracking and guest feedback monitoring.
  • Set up monthly Lean Six Sigma audits to refine the support process.
  • Implemented a guest feedback loop that informed ongoing chatbot and agent script optimization.
 

Results Achieved

  • Response time reduced by 45%, drastically improving traveler satisfaction.
  • Booking errors decreased by 38%, enhancing trust and reliability.
  • Loyalty engagement increased by 33%, with faster and easier redemptions.
  • Global 24/7 support coverage established, improving support quality in key regions.
  • Operational cost savings of 28%, through automation and lean staffing.
 

Why NEXperience?

  • Specialized Travel & Hospitality Expertise: Deep understanding of seasonal, regional, and multilingual service needs.
  • AI + Human Synergy: Seamlessly combining smart automation with experienced agents.
  • Proven Lean Six Sigma Success: Data-driven improvements that deliver fast, scalable, and consistent guest experiences.
  • CX-Focused Innovation: Tools and strategies built to enhance loyalty, reduce churn, and improve lifetime guest value.

Conclusion

NEXperience empowered the client to scale efficiently, reduce operational strain, and elevate customer satisfaction, even during high-volume periods. By integrating Lean Six Sigma principles with industry-specific innovation, we transformed travel support into a growth engine.
Let NEXperience help you redefine travel and hospitality support—reach out to our experts today.