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
COVERAGE GROWTH IN SPECIALIZATIONS
WITH 22.33% TIME SAVED
66 IDEATIONS
53 FRAUD TRENDS
COVERAGE GROWTH IN WORK TYPES
