What Benefits does Outsourcing a Call Center Have for Travel and Tourism Companies?

A travel company call center can run promotional campaigns, manage your online reputation, turn negative reviews into positive reviews, perform administrative tasks, conduct market research, and offer 24/7 multi-channel and multi-lingual customer service.

Many companies in the travel and tourism sector have adopted new call center technologies to improve customer service and offer them a more personalized experience.

Varied Services for Different Customers

Exclusive discounts from different brands can influence those customers traveling on vacation. However, business travelers tend to be more committed to travel loyalty schemes. They prefer to book the same airlines and stay at the same hotel to enjoy the benefits and earn loyalty points. Call center companies to make the user’s customer journey pleasant use this customization.

What Services Can Be Obtained by Outsourcing a Travel Contact Center?

• Reservations and cancellations.
• Resolution and management of claims.
• Attention to special requests.
• Planning and customization of itineraries.
• Execution and administration of loyalty programs.
• Direct line with the client for emergencies.
• Market survey.
• Monitoring of social networks.
• Validation and verification of documents.
• Etc.

What Benefits does Outsourcing a Call Center Have for Travel and Tourism Companies?

1) Offers Multi-Channel Support

Travel and tourism companies use digital and voice channels to market their businesses and connect with their customers. Although many users prefer to call and speak with an agent to resolve their query, many customers prefer to connect through chats, messaging applications and social networks.

In this sense, it is important to pay maximum attention to all channels and respond to user inquiries in the shortest time possible to offer excellent customer service. Otherwise, if customers expect a response that never comes, they will switch to another travel agent. By outsourcing a call center for travel and tourism companies, customers can be optimally served on multiple platforms.

2) Help with Data-Driven Business Decisions

A travel and tourism company needs to analyze recent trends in the industry. Data analysis is a process by which the habits of travelers can be studied. What they’re looking for and buying, their hotel, transportation, flight, and itinerary preferences – everything needs to be watched and evaluated to deliver salable deals and services. A call center for travel companies helps to obtain data and make decisions based on the analytics obtained.

3) Improve Customer Satisfaction Rate

Customers turn to travel agencies because they want instant booking assistance without going through the hassle of sifting through options, comparing prices, and browsing multiple websites. They need a travel company to help them book the most convenient package or flight at the lowest price. Call center outsourcing will help a travel and tourism company with all the necessary tools and skills to assist clients in real time and even with planning personalized itineraries for travelers.

4) Help Customers Receive Timely Updates

The tourism market is volatile, especially during the COVID-19 crisis. The rules for travel change almost every day and flight times are not fixed. Having an experienced call center outsourcing partner can help companies show their proactive side to customers. Call center agents inform customers of any flight delays, changes in travel guidelines, documentation requirements at airport check-in and checkout, etc. They can also act as a virtual guide for international travel, a support that most clients seek during the pandemic.

In conclusion, outsourcing the requirements of a call center for travel companies is not only about maintaining the quality of customer service and reducing operating expenses. A cloud contact center can grow your loyal customer base through dedicated, real-time support. It also strengthens your marketing strategy with data-driven decision-making and helps you establish yourself as a travel brand.