A travel call center can run promotion and awareness campaigns, manage your online reputation, alter negative reviews to positive, perform back-office tasks, conduct market surveys and offer multichannel, multilingual customer support 24/7. While this industry has been an early bird when it comes to adopting technology, the same has helped improve serving customers in a more customized manner.
Here are the key ways in which call center outsourcing benefits a Travel and Tourism company.
Varied Services for Different Customers
Exclusive discounts from different brands can sway those customers who are traveling for vacation. But, business travelers tend to be more committed to travel loyalty schemes. They prefer booking the same airlines and staying at the same hotel in order to enjoy perks and gain loyalty points. Such personalization is clubbed together by call center companies for making a pleasant travel experience.
Services you get by travel call center outsourcing:
- Booking , reservations and cancellation
- Escalation resolution and complaint handling
- Up-sell and cross-sell
- Keeping special requests
- Itinerary planning and customizing
- Running and administering loyalty programs
- Customer hotline for emergency
- Market survey
- Social media monitoring
- Document validation and verification
- Many more
Travel and tourism companies use digital and voice channels to market their business and connect to their customers. Previously, the prime mode of communication was the telephone and toll-free numbers that come with IVR menus. Today, digital-savvy customers prefer connecting via chats, messaging apps and social media. Unless you have a solid backup of skilled chat and social media agents, you can’t attend to all the queries. When you make customers wait for a reply or accidentally ignore their question, they will switch to another travel agent. By travel call center outsourcing, you can manage your customers well over multiple platforms.
Helps with Data-driven Business Decisions
A travel and hospitality business needs to analyze the recent trends in the industry. Data analysis is a process through which the habits of travelers can be studied. What they are looking for and buying, their preferences for hotels, transportation, flights, and itineraries – everything needs to be observed and evaluated for providing sellable offers and services. A travel call center helps you derive data and make decisions based on data analysis.
Improves Customer Satisfaction Rate
Customers go to travel agencies because they want to get instant support with bookings without going through the hassles of filtering choices, comparing prices, and browsing multiple sites. They need a travel agency to help them book the most convenient package or flight at the lowest price. Call center outsourcing will help a travel and hospitality company with all necessary tools and skills to assist customers in real-time and even with customized itinerary planning for travelers.
Help Customers Get Timely Updates
The tourism market is volatile, especially after the COVID-19 crisis. The rules for traveling change almost every day, and the flight schedules are not fixed. Having an experienced outsourcing partner by your side can help you show your proactive side to customers. Call center agents inform your customers about any delay in flights, change in travel guidelines, document requirements at the airport check-in, check out on your behalf. They can also act as a virtual guide for international trips, which most customers look for during the pandemic.
Outsourcing your travel call center requirements is not just about maintaining the quality of customer service and reducing operational expenses. A renowned contact center can increase loyal customer base through real-time and dedicated support. It strengthens marketing strategy with data-driven decision-making and helps you establish as a travel brand.