multilingual customer support for a global sporting event
DESCRIPTION
For one of the biggest sports on the planet, the ticketing system is a very critical task figuring in the `to-do’ list of a CXO. It is also a critical touch point— between customer and the sporting body—that can enhance the overall customer experience. The ticketing system is more than critical when the sporting event has an audience that is almost equal to half the population of the world.TRANSCRIPT
Challenges• To establish a multilingual customer service process to
support customers buying tickets for the event from all
over the globe• To create a team that is capable of multilingual operations
in a first-of-its-kind support for a sporting event
• To hire, train and go-live with full operational capabilitywithin a two-sweek period
Solution• Developed and delivered first-of-its-kind support for a
sporting event• End-to-end ticketing support for over five languages• Conceptualization to operational management of entire
ticketing support operations
Benefits• A robust ticketing and contact center process in place
which has been tested for success
• More than 250,000 informed ticket holders, who calledup the contact center
• Fulfilling Payment Card Industry requirements as per PCI-
DSS which is the globally recognized standard for anyCredit card transaction businesses
Multilingual Customer
Support for a Global
Sporting Event
For one of the biggest sports on the planet, the ticketing system isa very critical task figuring in the `to-do’ list of a CXO. It is also a
critical touch point— between customer and the sporting body—that can enhance the overall customer experience. The ticketingsystem is more than critical when the sporting event has an audience
that is almost equal to half the population of the world.
First-of-its-Kind Support for aSporting EventMahindra Satyam BPO delivered one of the firsts when a sportingcompany was served with a dedicated call center services only fortheir ticketing queries. The primary purpose of the multilingual call
centre was to support sales of tickets over the phone & ticket enquiriesduring the various ticket sale phases for the sporting event.
Mahindra Satyam BPO was given the task to create a team that iscapable of multilingual operations in a first-of- its kind support for asporting event. We were also given a task to hire, train and go-live
with full operational capability within a two-week period timeframe.
World-class Technology EnablingOut-of-the-World ResultsMahindra Satyam BPO, in an attempt to provide next generationsolutions for sports, enabled sales of over 250,000 tickets evenbefore the matches started. This was possible by leveraging the
existing web and telecom infrastructure.
The industry-leading platform for speech solutions was used to
extend and expand services from any telephone (landline orwireless), a routine information request or 24/7 company-wideavailability. The Interactive Voice Response (IVR) voice browser
further enhanced customer service by giving customers dynamic,real-time voice access to the information as required.
The standards-based architecture—supporting HTTP, XML, Java,and Voice XML languages—leverages existing web infrastructure
and decreases time to market with new services aimed at generatingrevenue and cost savings.
About Mahindra SatyamMahindra Satyam (NYSE: SAY) is a leading global business and information technology services company that leverages deepindustry and functional expertise, leading technology practices, and an advanced, global delivery model to help clients transformtheir highest-value business processes and improve their business performance.
The Company's professionals excel in enterprise solutions, supply chain management, client relationship management, businessintelligence, business process quality, engineering and product lifecycle management, and infrastructure services, among other key
capabilities.
Mahindra Satyam is part of the $6.3 billion Mahindra Group, a global industrial conglomerate and one of the top 10 industrial firmsbased in India. The Group’s interests span financial services, automotive products, trade, retail and logistics, information technology
and infrastructure development.
Mahindra Satyam development and delivery centers in the US, Canada, Brazil, the UK, Hungary, Egypt, UAE, India, China, Malaysia,Singapore, and Australia serve numerous clients, including many Fortune 500 organizations.
www.mahindrasatyam.com
ContactTo know more, write to [email protected]
Flawless Delivery of Services Resulting in Customer DelightThe 24-member team of the Mahindra Satyam BPO provided multilingual support in English, German, French, and Spanish. Our
team achieved PCI – DSS compliance within a three-week period after the formal GO-LIVE. The team delighted over 200,000callers in the last minute sales period from April- July 2010.