The client is a leading tourism office in Australia. The company is a subsidiary of a giant leader and foremost institution in the hospitality industry. It boasts of providing the bests in the field of holidays and hospitality.

The business group, headquartered in Gold Coast, Australia, The Company has been using the Internet as a channel for customer acquisition for tourism and holidays. The client's main concern was its inability to cope with the volume of emails generated by its prospective customers, resulting in delayed response and a potential loss of business.

GMT started with implementing a pilot for the client, where the focus lay on pre-sales customer service with the objective of sales conversion. The challenge was to devise an effective knowledge base, containing accurate information, which would assist in rapid and effective responses, resulting in coherent customer databases, allowing our agents to deliver superior service in a seamless manner. The databases built by GMT captured relevant customer information, tracked individual conversions, and facilitated effective marketing strategies for the client. GMT thus helped convert prospects into members by accurate and prompt query resolution, using a well defined strategy. GMT's world-class delivery, adequately demonstrated the efficacy of the offshore outsourcing model. This resulted in increased scope of services and processes handled by GMT.

The team at GMT handles over 50000 customer contacts per month, on a 12 hours a day basis. GMT continues to meet and exceed both their quality and sales benchmarks. GMT conversions, account for close to 80% of all new members of the client. GMT provides the client with daily, weekly and monthly reports as per formats mutually agreed upon.

"I want to congratulate you and your entire team for their contribution in building an excellent acquisition channel for the company." - Program Head

Over 80% of all new acquisitions are accounted for by GMT. More than 50,000 customer contacts are made per month. GMT is consistently doing better than the service levels and quality metrics specified by the client.