Lou Orsi

Lou Orsi, VP of Operations and Customer Service for Accommodations Plus International (API), has been with the company for more than 10 years. Early on in his career, he was tasked with creating a Gold Standard of contact centers. Here’s how he did it.

How did you come to meet the Interact Strategies team?

API puts flight crews into hotel rooms throughout the world. One of my tasks when I first came on board was to professionalize the contact center. We did not have a viable phone system at that time for the type of business that we were running.

My most critical KPI was making sure that we got a phone system that would do recordings, and keep data on the numbers of calls that went in and out, ect.

We looked at many phone solution companies that offered this service. We decided to go with Interact Strategies and Francois Veyrat’s team. He supported API on this implementation and managed the project as it moved forward.

Francois and his team were instrumental in explaining the system to us. He was the one who built it to specifications for our company. I gave him a list of the requirements we needed, and he built it.

We wanted a system that could scale. We needed a reporting structure, which we didn’t have at all at the time. With Francois’ system we now manage our business much better to see how many calls we were getting every half hour, for each 24-hour interval.

What were some of the major benefits of your Gold Standard phone system?

It allowed us to schedule better. The goal was to meet the service level that our clients, the airlines, were looking for. We were able to answer 80% of the calls within 20 seconds–an important metric we did not have originally but gained once we started working with Francois.

What was your experience working with Francois and his team?

Francois and his team are always proactive. For example, one of the things that we were able to do with them was build a home agent network, something that had been a big goal for API for a long time.

We were able to get our people on the phones a lot quicker to help with business operations because we had the functionality of working at home. Building a work-from-home network that was seamless – no one could tell if we were working from home or from the office.

Today, with this unfortunate COVID-19 situation, our entire office is working from home. And our phone system works extremely well. We have people working from home throughout the world: in New Zealand, Australia, Brazil, Hong Kong – all working off Interact’s phone system.

We’ve done many projects with Francois, and he’s been with us every step of the way for the past 10 years. Helping us, guiding us, he’s been really a great partner for us at API.  It’s been fantastic.

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