The pandemic had a gruesome impact on some of the major industries, tourism being one of them. The industry is one of the hardest hit and has faced numerous challenges from dealing with customer complaints to managing losses. Tourism sector found a stable support in the USA call center and since then it has managed to resurface.
With cancelled flights and empty hotels in the past year, the sector is trying to overcome the repercussions of the after wave. To help them, the USA call center, has fail-proof plans and overall support with an efficient team.
That being said, we must not forget that it was one of the booming industries before the crisis and is expected to shatter records once again post-COVID-19. In preparing travel companies for the future, USA call center has a major role to play.
Today, we will discuss how the call centers are helping travel and hospitality service providers to take necessary actions for the upcoming opportunities.
- Stay in the Public Glares
Constantly creating customer engagement even when the services have temporarily stopped is very essential. While many companies are looking to cut down expenses, they should not ignore the importance of marketing and making customers feel their presence. They should actively take part in social events in response to COVID-19. You can also offer free virtual tours, online contests and telemarketing surveys to create customer engagement. A contact center specializing in the travel and hospitality industry just like the Philippines call center services can undertake tasks to create a highly-engaged, more loyal customer base.
- Supporting the spike in call volume
When call volume rises, naturally your phone lines will be busier. This leads to frustration among the customers. In the time of crisis, when a travel company has fewer employees, it becomes even more difficult to attend and answer all the enquiries over multiple channels like phone, chat, message, email or social media. Canadian BPO can support this sudden surge in customer enquiries that the tourism industry is experiencing at the moment. By staffing adequately for call volume, by using workforce management tools to predict peak customer enquiry periods, the number of at-home and on-premise agents can be increased.
- Demonstrating empathy and gaining customer trusts
Travel companies can prepare for the future during this tough time by reshuffling operations, diversifying business by reassessing customer demand, infusing empathy in customer service and gaining customer trust.
- Streamlining digital touch points
Hospitality firms can manage the flood of customer enquiries by streamlining digital touch points and self-service portals. It will be easier for customers to rebook, cancel or apply for refund via online websites or apps instead of calling the companies. Many companies have blended call center with digital teams, automated the use of language processing tools for call optimization and meeting customer demands seamlessly across various channels.
- Aiming to rebook instead of cancel
When a customer calls for canceling a trip or reservation, his decision can be revoked and changed by an efficient Albania Call center agent. They understand the reason for cancellation and convince them with alternate options for rebooking. The options could be special discounts, better airline choice, more exclusive itinerary, price benefits, etc. A call center representative will try their best to save the booking before assisting the customer to go ahead with cancellation and refund requests.
With a full-fledged plan for getting through the disruption, travel and hospitality companies can emerge strong. Although, travel industry is badly hurt due to the COVID-19 outbreak, the brighter aspect is to be prepared for the future post-pandemic with collaborations with USA call center.