What are the centre operating hours?
Our office is currently operating 24/7 365 days a year
What channels are currently supported?
What’s the current AHT by contact type?
Where to the calls/chats originate from?
What is the current training duration for a new starter?
Are there existing training materials that can be used?
Are there any requirements for PCI, PII or any other security needs?
Will the current contact centre platform be used to deliver calls and
call recording or will TTECH provide?
Please provide a list all technology and applications that is required
to fulfil the scope of services
What are the main drivers for calls--what percent of interactions
pertain to each driver?
Are you able to provide seven days of intraday volumes and 6
months' of summary volumes representing typical business patterns
are needed
Lighthouse Team (Salesforce Level 1 Technical Support, Development and Testing)
N-Sight Team (Auditing and Data Analytics)
Data Quality Team (Auditing FCm Partners and Back Office Res Data)
Ticketing Team (Airline Ticket Issuance)
SWOT team (HR, Finance & Payroll and Recruitment)
Product Loading (Airfare Loading and Product Package Upload)
Tech Support Team (Local IT Support)
N-Spire (Customer Service supporting BYO / Aunt Betty Client)
FC Assist (Customer Service supporting FC Asia Clients)
We currently only measure AHT for N-Spire which is 11 mins
Multiple countries depending on the client
FC Assist – Singapore, Malaysia and Hong Kong
N-Spire – NZ, AU, UK and Singapore
Lighthouse – APAC
Ticketing - Singapore, Malaysia and Hong Kong
Data Quality Team – Worldwide
Product Loading – Singapore and Hong Kong
N-Sight - Asia
3 weeks
N-Spire have a training schedule in place with supporting training materials
Aunt Betty / BYO require PCI compliance for emails and phones
80% of Inbound calls relate to Flight Changes initiated either by Airline or Client
remaining 20% general enquiries
Our last 12 months Call Volume data can be downloaded from the following link
https://we.tl/YQLt78QCSg