Reduced Interaction Ratios and Improved Efficiency for a Leading Visa Service Facilitator

A global leader in visa processing partnered with IGT Solutions in 2020 to transform operations with continued services to reduce interaction ratios, cut workforce needs, and achieve significant cost savings through strategic process improvements.

About the Client

The client is a global leader in visa processing facilitation.

Business Challenges

The client faced a high interaction ratio and inefficiencies in managing visa services due to limited agent access to appointment details, delays in airway bill numbers, misrouted queries, and incorrect online contact information, resulting in repeated customer calls and higher costs.

100% increase in sales conversions. Increase in conversions from 12% to 25%.

Business Solution

Since 2020, the client has partnered with IGT Solutions to transform visa service operations through tools for appointment access, AWB integration, smarter IVR design, digital hygiene, and a strong focus on first contact resolution.

Business Results

Reduced Interaction Ratio

~0%

Reduced Interaction Ratio YoY

~0%

Reduced Manpower Requirements

Major Cost savings

Tools Partner

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