sing homeworking to maintain a consistent customer experience during
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
"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
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."