SKR Reisen is a leading German independent worldwide travel specialist for small groups, based in Cologne. It has a strong online presence, which allows customers to easily explore and navigate the available offers. However, their existing system was less than optimally efficient, with poor call routing and lack of reporting. SKR needed an ACD platform that provided skills-based routing, better management and reporting and, ultimately, improved customer satisfaction.
The jtel team proposed the adoption of jtel ACD by SKR and integration with a PBX system from Innovaphone. The ACD function supports the flexibility to include a diverse range of trigger criteria, so that routing can be optimised to the needs of individual clients. Whereas the industry benchmark for sales growth is 8%, after the successful installation of jtel ACD, sales at SKR soared by 40%. Staff satisfaction also increased. With jtel ACD in place, SKR can now plan for the future with a solution that can scale to meet emerging requirements.
“Thanks to jtel the motivation and satisfaction of our employees increased remarkably, as the interests and focus of our agents influences the allocation and routing of calls. As a result, our customers obtain much better advice, which is reflected in the high sales numbers per agent.”
Christoph Albrecht, Director of SKR
SKR wanted to shift to a model that took advantage of the different skills and knowledge of its agents and used them more effectively to service customer needs.
The system was less than optimally efficient and agents had to be able to deal with enquiries beyond their expertise due to poor call routing, which was reducing overall efficiency – and creating an opportunity cost.
jtel ACD increased sales, improved customer satisfaction and provided rich statistical insight for SKR management.