Heightened competition necessitates a transformational shift in the business processes of the hospitality industry. Two key areas within this shift are industry consolidation and the adoption of asset-light strategies.
NIIT Technologies’ BPO services enable delivery of consistently high-quality customer service. With our integrated suite of IT, infrastructure, and BPO services, we help hospitality companies manage front and back office operations through a standardized, centralized setup that lowers operational costs.
- Customer Relationship Management: CRM services are a key to retention, enhanced pricing power, and effective loyalty programs. We offer high-quality, consistent, cost-effective customer service solutions with greater measurability and accountability —through our proprietary tools and metrics.
- Back Office Services: Our centralized transaction processing services help you lower back-office TCO through standardization. We help create economies of scale and labor arbitrage. We also help you enhance process control and business agility, and reduce credit risk.
With our technology expertise and business understanding, we have delivered benefits to our clients in the hospitality industry, including:
- 50 % reduction in number of complaints
- 90% - 99% reduction in turnaround time, resulting in increased CSAT
- 80 % reduction in call abandonment
- 33% reduction in average call time
- 80 % reduction in average speed of answer
- Increase in number of emails processed per login hour with increase in work volume and without increase in FTE count
- 50% - 75% reduction in TAT post-process streamlining