The Client : PAN-EUROPEAN CUSTOMER SERVICE 6 COUNTRIES 7 LANGUAGES 2 HUBS CASE STUDY

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1 CASE STUDY REVITALISING THE CUSTOMER JOURNEY Since 2010, CCA International has been the expert partner in Pan-European multichannel customer management for the group Pierre & Vacances The Client : The Pierre & Vacances Center Parcs group (PVCP) is the European leader in local tourism, including brands such as Center Parcs, Pierre & Vacances, Pierre & Vacances Village Clubs, Adagio and Maeva. Since its creation fifty years ago, the group has built a wealth of complementary tourism brands which provide innovative leisure and holiday concepts in respect of the environment to over 7.5 million European holidaymakers a year. Working with CCA International since 2010, PVCP has been able to modernise and centralise their customer experience in implementing a customer journey in seven languages, across all relevant channels in six countries and through two hubs in Barcelona and London. All while maintaining the perfect balance of flexibility, quality and trust. PAN-EUROPEAN CUSTOMER SERVICE 6 COUNTRIES 7 LANGUAGES 2 HUBS

2 The Challenge : Providing a quality multichannel customer experience while reducing costs. PVCP was looking for an international onshore cus- tomer service partner that could act as a high quality, low cost extension to its existing team. MULTILINGUAL MULTI-CHANNEL With a customer base predominantly international, PVCP needed a multilingual solution to provide a diverse customer service with an authentic experience. The group began working with CCA International s Barcelonabased team, introducing representatives speaking French, English, Spanish and Italian. PVCP needed to service customers across an increasing number of traditional and digital channels, in an integrated and personalised way, and ultimately investigate ways to increase customer engagement with the brand through a seamless customer experience. QUALITY FLEXIBILITY The group did not want to risk a dip in quality of customer interactions by sending calls off-shore, instead keeping them in mainland Europe to ensure an integrated, in-house feel. Holiday bookings often come in peaks and troughs. With demand rising and falling in different markets at different times, PVCP needed an expert partner in multichannel customer management that could manage the fluctuation of activities without sacrificing the quality that sits at the core of PVCP s customer strategy.

3 The Solution : Establishing a Pan-European multi-channel customer service CCA International proposed to introduce an integrated multichannel customer service. It is primarily through its Barcelona hub and a team of 100 employees, English, French, Spanish and Italian speaking, that CCA International started assisting in the internationalisa- tion of PVCP s customer service with outbound calls. To cover an increasing number of international markets, CCA International also expanded its service with an additional 30 representatives, responsible for providing customer service support in Dutch, Flemish and German and English, from a secondary hub in London. As well as the traditional inbound and outbound channels, CCA International also created a web chat functionality, allowing PVCP to communicate with a greater number of customers in a way that best suits them. The web chat now handles 14 contacts an hour and enjoys a 94% satisfaction rate. BARCELONA 100 Agents LONDON 30 Agents Italian English French Spanish INBOUND CALLS 130 AGENTS More than 100,000 conversations OUTBOUND CALLS More than 500,000 ONLINE CHAT More than 16,000 calls recieved calls made English Belgian German Dutch SATISFACTION RATE 94% With the establishment of the chat line functionality, CCA International has contributed to the digitalisation of PVCP customer experience to increase efficiency and quality throughout the customer journey. PVCP were able to benefit from the diverse wealth of CCA International s expertise in allowing customers to experience an uninterrupted and unified service on both traditional and digital channels. In 2014 alone, the first year of the webchat service, a total of 130 representatives received more than 500,000 inbound calls, made over 16,000 outbound calls and had conversations with more than 100,000 customers over webchat; generating revenues of over 1.7 million.

4 Flexibility gives customers the contact they need, when they need it By providing a truly multichannel service, CCA International has helped PVCP give its customers the flex flexibility they demand. The travel and tourism industry is in itself very flexible, with demand growing and shrinking throughout the year. Capable of adjusting the workforce and the resources in a very short amount of time, based on significant activity variation, CCA International has provided PVCP customers the right service at the appropriate time. A collaborative monthly planning process ensures CCA International can scale its team in line with peaks and troughs in demand. In addition to being able to scale up and down activity with just a month s notice, CCA International also provides flexibility in terms of a consistent service across all its channels. In providing and integrating a multichannel solution, customers can therefore use multiple ways to contact PVCP while receiving a seamless experience despite using different channels. This means that whether a customer interacts with PVCP across inbound, outbound or webchat, CCA International representatives are able to recognise and utilise data across all channels through one source. In turn, the representatives identify what channel customers favor to interact with the PVCP brand, giving them a dynamic and holistic overview of the customer s journey. Additionally, this ensures a personalised customer experience which ultimately leads to better engagement and satisfaction, since representatives can make suggestions to customers based on their established interests. This insight has resulted in increased customer loyalty and consequently more bookings and returning customers.

5 A quality customer experience CCA CA INTERNATIONAL CASABLANCA - MOROCCO Using training and best practice to guarantee quality CCA International ensures a quality service for PVCP and its customers by investing in training for repre- sentatives. Through video presentations, PVCP en- sures CCA International staff are fully immersed in the brand and its products. In addition, call handling is also strictly supervised, with continuous monitoring to ensure a consistent high quality service. These ope- rational practices enable the staff to maintain the quality at the core of the PVCP brand, demonstrated with 85% of customer interaction satisfying all quality criteria in Quality of Training Furthermore, as CCA International representatives are confident performing multiple functions on the same call; they not only answer customer questions, but they also upsell additional products and services, because of the access they have to customer information from all channels. By being able to action multiple queries in one call, CCA International has not only increased sales for PVCP but it has also met all sales targets with an increase of 10% in conversion rates over the past year. Working with CCA International, not only has PVCP been able to provide more international support than in the past and lower its costs, it has done so without compromising the quality of its calls. In fact, quality targets are consistently met or exceeded across the London and Barcelona sites, with PVCP customers commenting on the enthusiasm of CCA International representatives.

6 The Success : PVCP now delivers a more modern Pan-European multichannel service, with CCA International handling 500,000 calls and 100,000 webchats in 2014, with a total satisfaction rate of 94% and a total generated revenue of 1.7 million. From these results, CCA International has now become a trusted partner of the PVCP group. There is now a growing drive to build further on this trust, with the development and management of social media platforms. Offering a customer solution that is both flexible and integrated, CCA International has been able to merge traditional and digital channels to provide an uninterrupted and personalised customer journey. With CCA International demonstrating its commitment to quality and ability to rapidly implement new channels, PVCP has been able to modernise its customer joruney and deliver higher customer experience and engagement with the brand Business Performance 1.7M revenuee 500K calls recieved 16K customer interactions 100K online conversations

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