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U sing homeworking to maintain a consistent customer experience during unexpected circumstances.

For any business, an unexpected event can challenge the customer service experience. Whether it’s a service disruption or a new promotion that drives an unforeseen volumes of enquiries, it’s crucial to continue to deliver a consistent and accessible customer service at all times.

Eurostar is no different – its reputation depends on a consistent and open dialogue with its leisure and business customers. When the unforeseen arises, the company needs to be ready to handle a sudden and sizeable increase in call volumes, often from discontented customers.

Whilst having a good base of trained and experienced staff is at the very core of Eurostar's customer service model, the ability to scale up at short notice has been a challenge.

Working with Sensée – the leading homeworking outsourced services provider – Eurostar has found a new homeworking solution which enables them to instantly tap into a workforce of highly trained and experienced customer service representatives.

Their homeworking team – trained by Sensée - will be able to provide support quickly, without the requirement to travel into the office, and without the constraint of dedicated shifts. Ninety fully-trained home agents are on standby and ready to support Eurostar's customers if and when required.

Simon Shaw of Eurostar commented, "As a travel business, we are often confronted with unforeseen circumstances which affect our customers' arrangements. When this happens, we need to act quickly and deal with their enquiries with consistency and the upmost professionalism. The weather may let our customers down, but we never can."

Steve Mosser, CEO of Sensée, commented, "The advantage of this homeworking solution for Eurostar is that they can benefit from trained people quickly and efficiently. While it is perfect for disaster recovery services, it can also be used during peak times – covering all eventualities and keeping customers informed and empowered."