Comfort Class Transport

Comfort Class Transport

An Overview of the Problem: •

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Boston based Comfort class Transport (CCT) was faced with call centre problems Had 98% positive response and good customer satisfaction But several complains filed by the customers for extended phone waits to the company senior executives. Call centre is the customers first contact point and it’s failure has several negative consequences

The establishment of CCT •

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Charles Gomez establishes CCT in downtown Boston Area. After expansion across Boston Dani Syme was then contacted to develop CCT’s Management Structure CCT offered a full array of chauffeured transport services for individual and corporate customers.

The Company •

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About two thirds of the company revenue came from contractual agreements Remaining third represented individual requests. According to a report about 30% of customers who abandoned their call did not call comfort back By 2008 Gomez hoped to achieve 10% growth rate for next three years.