Exceeding expectations for Expedia

By 19th May 2017Call Centres, Case Study
Exceeding expectations for Expedia

The Challenge

Expedia is a staple travel reservation company, running localised sites for 18 countries. It books airline tickets, hotel reservations, car rentals, cruises, vacation packages, and other various attractions and services via telephone travel agents. Needless to say, telephony is a touchpoint of paramount importance for a company such as this, yet the need to create hundreds of high quality messages, in several languages, at speed – all the while maintaining their brand reputation – wasn’t a task for the faint-hearted.

Enter OnBrand

We first focused on Expedia’s existing telephony scripts, raising the quality of the prompts so we could ensure routing callers to the right place on the first attempt, all the while projecting Expedia’s professionalism to the customer. We performed all work within a 5 day turnaround, delighting the brand with both the pace we can work at, as well as the quality of our product. Our expertise allowed us to cut average handling times, and use on hold messaging to educate callers in ways they could self-serve should they want to.

Key Wins

    • Reviewed IVR Structure
    • Generated precise translations
    • Achieved a quick turnaround
    • Sourced voice artist that matched brand’s identity
    • Maintained great project management throughout

What They Say

“When we rolled out our telecoms platform across many European countries, we required a complete set of new recordings for our IVR structure and messages – and in many native languages. Being extremely customer focused, we required a company that could provide a good selection of voices along with the understanding of how important our relationship is with the customers. OnBrand got it right first time, meeting and exceeding expectations with a great blend of creativity and professionalism.”
Adam Sugden, Technical Architect – Expedia

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