Thomas Cook Direct has selected Blue Pumpkin Software UK Ltd. technology to help improve customer service and increase customer loyalty.
Thomas Cook Direct has four separate centres in the UK and employs more than 1,000 agents, handling more than 80,000 calls each week. At Thomas Cook Direct, agent turnover accounts for 70% of recurring contact center costs. Blue Pumpkin is expected to substantially reduce this cost as well as increase productivity. Using Blue Pumpkin Director with Web-Enabled Self-Service (WESS), agents are able to manage their own schedules through a self-service browser-based interface. WESS uses ?grules?h so that changes to an agent`s schedule can be approved by the system. Empowering agents with the freedom and flexibility to make their own decisions improves their morale and satisfaction.