Travel Sector Call Centres

The travel sectors has clearly embraced the online channel, where the Internet has been responsible for a range of new entrants, joint ventures and intermediaries entering the market. With tight margins and increasing levels of competition, then what role will call centres play in this sector in the future? Opinion Reseach stated in their Spring 2008 article that “the ability to successfully integrate direct and indirect channels into customer-centric multi-channel sales and service environment will define market leaders.”

In order to better understand the demands on contact centres in this sector, as a joint initiative, in summer 2008 Foviance and RXP have researched a number of leading travel companies. We used our ‘expert review’ methodology to look at both the online and offline customer support received during peak times - specifically around the summer holiday period. We reviewed the Customer Experience through a combination of website usability analysis and contact by email and telephone recreating a typical customer journey.

So to find out what role contact centres play in supporting online chanels for travel companies, please download our free White Paper detailing our research findings.

Understanding Customer Experience

With increasing web and e-mail traffic, organisations need to ensure that the service they provide to a customer is seamless. Unfortunately many existing telephone call centres do not either have the technology capability or the Agent skills to become contact centres. It is not just about having the right technology, it is very much about the people as well.

As a conatct centre operator, one way that you can understand what Customer Experience is like is to undertake some Mystery Shopping. This is a practical method of research to identify what you or your competitors are really offering in terms of service or products. Researchers usually pose as customers to experience what it is like to be a customer of your organisation. Can you get through straight through the right person and are they knowledgeable and helpful in dealing with your enquiry?

We believe that good operational management within a centre should include regular mystery shopping exercise on both of your competitors and your own centre. Contact Us to find out more.