Efficiently navigating travel complexities during the global pandemic, ensuring the safety and compliance of countless travelers to and from Puerto Rico
BUSINESS PROBLEM
Surge in Travel: There was a rapid influx of travelers moving to and from Puerto Rico amidst the COVID-19 pandemic.
Compliance Complexity: The Travel Disclosure Form’s mandatory compliance presented notable challenges.
Support and Education: A pressing demand for online registration assistance arose along with the need to educate travelers about the repercussions of non-compliance.
Evolving Protocols: The pandemic’s dynamic nature meant procedures were continuously changing, demanding agility.
OUR SOLUTION
Swift Manpower: 100 adept Contact Center agents were recruited within 5 days.
Rapid Training: Expedited training sessions were conducted so the agents were prepared to aid travelers.
Round-the-Clock Oversight: The team established a 24/7 presence of supervisors and leaders to maintain consistent management over the shifting terrain.
Instant Updates: Prompt communication channels were opened to relay real-time updates on procedures and protocols.
RESULTS & CLIENT BENEFITS
Streamlined Registrations: The Travel Disclosure Form registrations were now being managed efficiently.
Empowered Travelers: Travelers received immediate aid and a lucid comprehension of the evolving procedures.
Smooth Transitioning: Leveraging our expertise, their focus was seamlessly shifted to broader COVID-19 orientations.
Ongoing Support: The agents continuously providing essential information to the public regarding COVID-19.