ServicePoint leverages The Walshe Group’s core service excellence to offer an out-sourcing option that can cover all aspects of customer engagement. Maintaining your Company’s market profile and servicing customer enquiries during market upswings and also during the current challenging times.

If you are reviewing your Operation due to the challenges presented by COVID-19 and are looking for an experienced Service Provider to help manage your customer’s expectations, especially around the complexity of refunds and reissues, then we are confident we will be able to assist on either a short or long term basis.

 

 

The Walshe Group have been proud to deliver successful outcomes over many years for our clients which include some of the world’s leading airline brands. The longevity of our relationships with The Lufthansa Group, Delta Air Lines, All Nippon Airways, China Airlines and Etihad Airways is a testimony to our success.

 

The ServicePoint team are highly skilled, multilingual, compassionate contact centre consultants. With an average of +7yrs complex contact centre experience dealing with sensitive time critical situations. ServicePoint is a readymade contact centre without the upfront costs or ongoing HR and employee related requirements. ServicePoint’ support centric acumen means service is delivered in a considerate and accurate way. ServicePoint allows organisations facing volume increases to their contact centres, or changes to workfl ow process to scale up/down with expertise.

 

ServicePoint by The Walshe Group

• Highly skilled Contact centre capability with mobile operations able to off er continued service even in the event of Citywide or National lockdowns

• Including all technical equipment or connecting to your existing networks

• Telephony PBX/ACD services including IVR and toll-free

• No need to ‘employ’ staff to scale up

• Tailored invoice based on tasks required

• Central point of contact to ensure training and quality maintained

• Own premises and remote working

• Multilingual -Languages include English, Japanese, Mandarin, Cantonese, Hindi, Afrikaans, Bulgarian, German

Contact Centre

Using established remote working technology or based at our Auckland, Sydney, Perth or Singapore locations allows our ServicePoint contact centre team to be an extension of your support network. Our experienced team (Average +7yrs contact centre) can quickly insert to advise your customers or organisations of correct policies, service or onboarding. VIP Phone contact centre operating (AEST 7am-7pm). ServicePoint employee experience is based on handling sensitive personal information along with technical and time critical situations.

Chat & Email Response

Quick, precise and engaging chat and email response. Helping your customer through their journey and educating on policy or support. Our multilingual team can attend to requests using your tone of voice; however, your customer feels most comfortable communicating.

Service and engage customers on social media

Attentive, friendly and accurate social media servicing. Whether you require our social media team to create your posting schedule to engage and grow your followers. Or interact with your customer base to be the fi rst point of contact and precise responses.

Digital Marketing

Our creative design and functionality will help you reach the right customer segments to educate public or industry on policy and grow sales within your business. Quick to launch campaigns, microsites and event webpages (virtual or in-person) can be created.

Refunds and Credits

Changes to retail Travel Agency distribution and the restricted ability of OTA’s to service clients with complex rerouting, refund and airfare credit enquiries have created an enormous additional workload for many Airlines. Our technically profi cient Service Point team have experience with various systems and processes to assist with this task on either a short or long term basis.

Reporting

Daily, weekly & monthly reporting options available, so you know how your valuable customers are being served. Insights shared to allow for quick data driven business.

Customer Recovery

Whether through normal workfl ow or due to changes in process we recognise the value of customer recovery and handling complaints with empathy while adhering to correct policies. The ServicePoint team are experienced in handling complex customer requests and recovering customers whose experience has not met usual benchmark standards. Timely response and common-sense interpretation of each situation help turn complaints into brand advocates.

Contacts:

Australia  Jacqui Walshe    jacqui.walshe@walshegroup.com    Tel +61 2 9286 8924

New Zealand  Stephen Tanner   stephen.tanner@walshegroup.com    Tel +64 9 977 2240