Hospitality experts set sail with Trust & Safety

THE CHALLENGE

In 2018, a global lodging company that operates an online marketplace needed an information security partner to support its trust & safety operations in resolving payment fraud, coupon abuse, phishing, and other unauthorized transactions.

OUR SOLUTIONS

RPA listing verifications

We developed an RPA system for rapid fraud detection and protection and listing verifications.

Bespoke knowledge base tool

We built a bespoke knowledge base platform through our proprietary digital platform FLASH, enhancing efficiency and resolution rate.

Top-caliber QA talent

We hired seasoned experts in BPO, quality control, RCA, trend analysis, and beyond. We also prioritized candidates adept at implementing corrective action programs.

Audit-the-auditor checks

We required agents to conduct audit-the-auditor checks after onboarding. Once they passed the requirements, the QA experts were certified to join the team.

Continuous improvement

We held regular calibration and brainstorming sessions for shared insights. Curated courses on FLASH Learn and LinkedIn Learning ensured continuous education.

THE RESULTS

FROM 1 TO 5

COVERAGE GROWTH IN SPECIALIZATIONS

90% EFFICIENCY METRIC MET

WITH 22.33% TIME SAVED

INCREASED RECORDED OBSERVATIONS

66 IDEATIONS
53 FRAUD TRENDS

FROM 1 TO 33

COVERAGE GROWTH IN WORK TYPES

Build customer confidence with top-notch Trust & Safety initiatives

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