Customers: L'TUR Tourism Company

L'TUR, Europe's leading tourism company, partnered with Envision, a trusted provider of software solutions for the contact center, to deploy a seamless solution to substantially improve the efficiency and effectiveness in its contact center.

With Envision's Click2Coach^® software, L'TUR achieved the following:

• Increased sales performance by over 50%;
• Doubled the number of coaching sessions per agent;
• And, reduced average call duration by 11%.

L'TUR is a market-leading, last-minute travel company servicing travel customers 24/7. Everyday, the company's front-line agents need to sift through an ever-changing portfolio of last-minute travel offers to optimize their customers' travel plans. L'TUR needed a solution that could improve agent performance driving efficiency and sales while improving customer satisfaction.

Since 1987, the L'TUR Tourism Company has offered last-minute trips worldwide. With 355 million in turnover in 2004, L'TUR is a leader in the last-minute travel market in Europe.

L'TUR is a typical multi-channel company. Since 1993, the company has offered trips not only from their own offices but also via the Internet and its own Communication Center. Since 1994, the last-minute travel market in Germany has tripled, from 4.5 million to about 11 million and customer demand has accelerated. In response to constantly growing competition, L'TUR has increased its investment in customer relationship management by becoming more customer-oriented.

Improving Agent Effectiveness

Every L'TUR employee works with a self-developed booking system. This system provides the agents with the necessary data and facts to deliver optimal customer service. The wide variety of technological possibilities and the ever-changing portfolio of offers require intensive new-hire and existing employee training.

Product and price differentiation is difficult. L'TUR has become more aggressive in connecting its customers with competent agents who can help them navigate through choices easily. Competent agents meet customers' need for high-quality information regarding their trip choices. The booking system provides each customer with a travel offer based on experienced analysis and individual customer requirements. Click2Coach® helps agents learn how to optimize travel choices by improving their use of the booking system and how they interact with customers.

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More Effective Agents Improve Customer Experiences

Large, group-based training has been replaced by individual coaching based objectively on each agents' specific needs. With Click2Coach, L'TUR has achieved the following results:

• a shorter average conversation time per phone call
• a shorter period of review after the conversation
• less mistakes caused by poor data entry
• less call backs

Click2Coach Improves Communication and Product Knowledge

In areas where training deficiencies in product knowledge are identified, employees receive missing information directly at their workplace through a browser-based application. This can be in the form of cards, pictures, animated training clips or simple documents. In this way, the agent can use the phone call-free time to train without leaving the workplace.

“When applied during the training of new employees, this strategy shows a clear reduction of the training period by 40%.” — Alexander Schlotter Head of Coaching and Training L'TUR

With Click2Coach, L'TUR can ensure the quality of its agent-customer interactions by recording conversations and evaluating agent performance. This solution provides a systematic way for supervisors to evaluate their agents.

Targeted Training Improves Performance Agent self-image is influenced by outside perception of performance. With Click2Coach, L'TUR improved the training process by allowing agents to listen to their own behavior and learn from both positive and negative experiences.

L'TUR employees have accepted the quality monitoring solution because of their positive experiences. Today, the solution is a integral part of the company's quality assurance program.

“Thanks to Click2Coach, the number of qualified live-coaching conversations has more than doubled. The most important part of our coaching is the so-called soft skills, meaning, we consider very important not only ‘what' is being said, but more importantly ‘how' it is being said.” — Alexander Schlotter Head of Coaching and Training L'TUR

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"Click2Coach has been instrumental in maintaining high customer satisfaction levels. This solution has been the foundation for creating a successful customer-CSR experience and therefore directly affects the bottom line."

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