Using digital technologies to manage contact center seasonal peaks

As more and more consumers are shopping online, the ecommerce companies are launching various campaigns to attract buyers. As a result, managing retail seasonality and handling surge in customer queries becomes even more challenging. IGT has mastered the art of handling seasonal peaks by catering to demand fluctuations in the Ecommerce and Airline industries for more than two decades.

With integration of digital technologies and contact centers delivery models, IGT is able to focus on providing superior customer experience. Using right mix of conversational bots, back office automation and analytics, IGT’s MCCS solution can help ecommerce companies in handling daily, weekly and monthly contact center volume surge.

Key Features of MCCS:

Work at Home Delivery
Provides flexible home agents to quickly ramp up and down delivery scale
Multiskilled Talent Allocation
Utilization of skilled resources across various programs
High Volume Talent Acquisition
Using digital technologies to assess and hire high volume talent for quicker onboarding.
Customer Experience Training School
Development of Customer Experience trained talent in-house

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.

Sales & Reservations

Loyalty Programs

Social Media Management

Debit Memo Research

Content Management

Baggage Helpdesk

Refunds & Claim Processing

Irregular Operations (IROPS)

Languages Supported

Case Studies

Case Study

Enabling 70% Revenue Retention for Airline via IROPS Support Services

IGT IROPS desk has enabled upto 70% revenue retention for a leading European Airline by rebooking passengers on priority carriers

25% Increase in Sales Conversion for a Leading OTA

IGT helped increase inbound sales conversion by 25% through re-engineering and analytics.

Mishandled Baggage Queries for Airline

IGT provided services around customer service for delayed & damaged baggage concerns for a leading US airline

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