On the Beach

Travel | Unified Communications

elite group case studies

Overview

On the Beach is one of the UK’s leading online travel agencies with over 750,000 passengers every year. On the Beach were looking for a bespoke communications solution that would reduce the number of dropped calls they were experiencing and provide a local presence within countries where they did not have a physical office site. Elite Group introduced a number of innovative communications features to create a bespoke solution that fit On the Beach’s requirements including:

  • A Home Worker Solution that enabled agents to answer calls whilst away from the centre
  • A call queueing system provided callers with an estimated queue time during busy periods
  • In-country numbers that provided a local presence in Spain and Germany whilst the calls were picked-up within the UK call centre.

 

Case Study Highlights

Custom Solution

We saved On the Beach time and money comparing solutions by providing an easy-to-understand, bespoke solution.

Intelligent Queuing

Our call queuing solution enabled agents to answer calls faster and improved their customer’s experience through decreasing wait times.

Improved Employee Experience

Enabling their team to work from home improved staff morale whilst still providing an outstanding service.

International Presence

On the Beach were able to open up their customer base within international countries, through implementing in-country numbers.