Customer
abtran / British Foreign & Commonwealth Office

Scope of Requirements
Outsource of Visa and Passport application enquires

A need to meet the increased demand of enquires at worldwide British Consular and Embassies.

A desire by the British FCO to improve service responsiveness to its population of ‘ex-pats’ and other foreign nationals overseas seeking advice.

Solution Provided
A cost effective and secure call centre environment to handle Visa applications via an off-shore call centre with integrated ‘expert knowledge’, credit card charging facilities and remote international access.

Toll-Free / Revenue Generative Call collection services were deployed for pan-continental markets allowing filtering / segmentation of calls prior to their delivery to the off-shore call centre staff.

The time criticality of the project necessitated deployment of services for first phase in days not weeks.

Financial Benefit
A requisite was to offset the additional cost of the out-source service provider by using low cost (i.e. none putative’) revenue generative services.

The release of non-core enquiries enabled complex applications to be better and more quickly process ‘in-house’ at the respective Consular and Embassy staff thereby increasing overall performance and customer satisfaction.