“Open Destinations have impressed with their dedication, focus and attention to detail. They have been a pleasure to work with and have become a valued extension to our UK based team” – Chris Flanagan, General Manager – Customer Service & Data Control, Jet2.com & Jet2holidays
With a highly-trained, committed and dedicated Outsourcing team and bi-weekly quality sessions in place, notable back-office performance improvements did not take long to achieve.
The Data Control team has loaded over 450,000 hotel stop sales to date (09.08.19) with an error rate of just 0.42%. This is significantly lower than the agreed Service Level Agreement (SLA) of 1.5% and demonstrates a 46% improvement on 2018 hotel contract loading accuracy. There was also a significant improvement in the Productivity SLA ; 114.0% compared with the 95% target, so too the Average Handle Time (AHT) of 52.63 seconds versus an SLA of 60.00 seconds.
The Customer Administration team tasked with querying and investigating customer e-mails has also consistently exceeded the daily logging target and reduced the backlog of emails to achieve a peak-period SLA of less than 2 working days.
As the Jet2 business has grown exponentially in 2019, the Open Destinations travel outsourcing team has made a positive contribution to the business with high levels of efficiency in service and cost.
It has to be said that one other major contributory factor to the success of the outsourcing teams, has been the fact that Jet2 has embraced the spirit of partnership and teamwork in all aspects of the relationship.