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Blue Pumpkin and Thomas Cook Direct UK set new standard for customer care

Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, announced engagement results with Thomas Cook Direct UK that…

Blue Pumpkin, an industry leader in enterprise workforce optimization solutions, announced engagement results with Thomas Cook Direct UK that include greater customer service levels, improved operational efficiencies and increased employee morale. Thomas Cook Direct is a leading travel company employing over 16,000 employees operating across a network of 1,050 locations in the UK and worldwide.

Last year, Thomas Cook Direct decided to adopt a more customer-centric model to provide the best possible advice and service to the customer, focusing on the productivity of each call to drive greater customer loyalty and revenue. It needed a technology solution to modernize contact center procedures, process bookings intelligently and deliver strategic data to managers in real-time.

With the busy holiday travel season ahead, Thomas Cook Direct has now set a new standard for customer care, enhancing its reputation for first-class service and the most efficient operations. Through the deployment of Blue Pumpkin’s workforce optimization solutions, Thomas Cook Direct achieved a first-year ROI of over 500%, which was a result of a 56% improvement in service level delivery, an 11% increase in agent productivity and a 24% improvement in schedule adherence management.

Our mission to become the number one choice for holiday and flight bookings is undoubtedly supported by Blue Pumpkin’s ability to enhance the performance and productivity of our customer contact centers, explained Simon Priestley, head of capacity and yield at Thomas Cook Direct. We had evaluated several vendors and concluded that only Blue Pumpkin was able to manage and optimize a complex workforce while simultaneously delivering a tangible return on investment.

By providing more efficient, effective and knowledgeable customer service, Thomas Cook Direct helps to take the stress out of travel planning, starting the customer off on the right foot from the first interaction. But because greater service depends on the customer service agent, improving employee satisfaction was also a priority for the company — achieved by empowering and developing agents professionally with the help of workforce optimization.

Blue Pumpkin solutions provided visibility into the workday, enabling training sessions to be coordinated across the 30 skill-sets and 1,000 contact center agents without compromising customer service levels. As a result, 70% of contact center agents have become skilled in handling two or more types of customer inquiries. Blue Pumpkin also gave agents the flexibility to provide input into their own schedules through a self-service web-browser interface, increasing morale and reducing attrition rates.

Priestley continued: From the first day with Blue Pumpkin, we had a clearer picture of where our multi-skilled agents were and when they were available. The ability to deploy staff according to their skill sets and the user-friendly interface were key factors that differentiated the Blue Pumpkin offering from any other products we considered.

We are pleased to help Thomas Cook Direct set a new standard in the travel industry, stated Doron Aspitz, chief executive officer and co-founder of Blue Pumpkin. As evident in our results with the company, Blue Pumpkin plays a critical role in the customer service value chain: by having the right workforce processes in place, you can take better care of your people who in turn take better care of your customers.

Blue Pumpkin impacts customer service and profitability by optimizing and aligning all the underlying workforce-related processes, including strategic planning, budgeting, forecasting, scheduling, time tracking, performance evaluation and more. For more than 1,000 customers including many Global 2000 companies, Blue Pumpkin solutions ensure that their people are performing at their highest levels and helping the customer at the right place and right time.