Client testimonial  – Viking Line

“Ageris has added flexibility, strengthened our sales in customer service, reduced cost and our ability to monitor operations has improved.”

– Sören Helgosson, Travel Manager

Increased flexibility and development of sales in inbound customer service

Through the cooperation with Ageris we have a competent partner that helps us to develop our customer service. This means that we at Viking Line can focus on our core business. Ageris has added flexibility, strengthened our sales in customer service, reduced cost and our ability to monitor operations has improved, says the Travel Manager Sören Helgosson.

Needs

Before the partnership with Ageris, Viking Line had great challenges to manage the seasonal fluctuations in volumes. Travelling on the Baltic Sea is significantly greater during the summer and so are the volumes to the contact centre. Besides the challenge of maintaining a good level of service and short response times during peak season, it was also challenging to maintain a consistently high quality in customer service throughout the year. As Viking Line operates in a competitive market high quality customer service is very important.

Solution

The partnership began in 2012 when Ageris took responsibility for a part of the volumes and the summer peak. After some time Viking Line made a complete transfer of business where a number of employees at Viking Line came over to Ageris and Ageris took full responsibility for the operation. Operations have been streamlined through the introduction of Ageris production-, coaching- and follow-up processes, flexibility has been added and pro-activity and sales as been developed and improved.

Result

The partnership with Ageris has given Viking Line a responsive and competent partner for the development of customer service. The result of the partnership is stable service levels, improved transparency on what happens in customer service and increased customer satisfaction.

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