Automation & Augmented Intelligence

• We know how to deal with projects with a level of complexity considered to be low to medium level. HDB is an expert in the industrialization of customer services, in the sense that we create solid foundations for the industrialization of your procedures — this allows for high-volume treatment.

• For 10 years, we have been managing Front-office, Back-office, Content Moderation, Technical Support and Supplier Management missions in B2C and B2B environments for Travel brands.

• To cover a wide range of services, we recommend segmenting your procedures by levels of complexity (1, 2 and 3) in order to gradually and calmly develop skills.

• For any launch of a new project, HDB provides its customers with a project manager who will be your privileged interlocutor.

• 1^era phase - Framing: definition of objectives, the scope of actions (channels, languages, schedules) and collection of information on your volumes and the customer journey.

• 2^th phase - Recruiting your teams, Onboarding & training: phase in which you will be involved as much as you want.

• 3^th Management phase and continuous improvements of the outsourced program

Performance indicators may change depending on customer expectations and the nature of the mission. The most frequent are:

• Service Level Agreement including response time and resolution time.

• Quality & satisfaction: CSAT, QA, (process/ton compliance), reopening rate, complaints

• Operational efficiency: AHT (average time), productivity (tickets/hour), FCR (First Contact Resolution), escalation rate, transfer rate, abandonment rate, conversion rate, etc.