Qbay SM Back Office Productivity and Workflow Management

With growing complexities in back-office operations in the travel sector, the competitive edge is being defined by speed-of-service at the right price, without loss of revenue. Hence, it is imperative for travel companies to implement robust transaction processes, drive real-time customer communication, and track fraudulent transactions. A key barrier to achieving these goals is the people-intense mid- and back-office processes, built on legacy systems. And the legacy architecture of Global Distribution and Passenger Service Systems (GDS / PSS) make it difficult to identify and work on PNRs based on business requirements.

Qbay^SM – our proprietary and industry-recognized automated queue distribution workforce and productivity management tool – empowers floor supervisors and process managers to improve operations, minimize costs and enhance customer service. The solution is a fully automated, cloud-hosted workflow management platform that can distribute and manage back-office transactions across centers and geographies.

Key Features

• Single platform to manage queues from GDS, PSS or other platforms
• Custom-built algorithm to prioritize tasks across teams and geographies
• Robust communication across the operations through mobile apps, real-time info alert, group chat and FAQs
• Integrated system for multiple locations
• Built-in intelligence to allocate tasks based on transaction type, priority, employee skills and skill level
• Advanced reporting feature with easy access to historical reports, statistics, instant alerts and custom reports
• Ability to override the automated prioritization and distribution functionality to handle exceptional events

Key Benefits Delivered

• Improvement in process efficiency by 15-20 percent
• Reduction in service cost by 20 percent or higher
• A 360-degree view of task status, agent activities and SLAs for effective performance management
• Improvement in service levels due to clear visibility into agent productivity and operational issues
• Reduction in average handling / processing time and increase in agent efficiency / productivity
• Improvement in resource allocation and budget planning
• More effective decision-making with real-time reporting
• Continuous improvement in processes through accurate trend identification

To meet our domain consultants or for a complimentary demo session, please write to us at marketing@wns.com