Client’s Challenges
- Loss of profits from lack of booking and cancellation support
- Increased first-line queries strained the onshore team
- No evening or weekend support resulted in business losses
- Team expansion halted due to limited database access
How QX Helped?
- QX introduced an OOH team for evening, weekend, and holiday support.
- The team booked 350 shifts per month, generating £150K in one year.
- A 400% ROI led to the addition of a Day Bookings Team with 3 new FTEs in January 2023.
- Both teams now book 1,000 shifts monthly.