One the oldest industries in the world, hospitality & travel has particularly boomed in the past decade. Conventionally folks booked flights and planned itineraries by calling their agents over the phone or meeting them in person. With the internet facilitating new business models, travelers can look up look up flight and accommodation information, compare prices and rates, and buy tickets online. In addition, many hospitality and travel seek to alert their customers proactively via different channels about special promotions, flight timings, hotel availability and bookings via multiple interaction channels. A good contact center solution improves customer satisfaction with quality service across multiple interaction channels, increases revenues, and provides centralized management of workforce effectively.
Challenges
With the new online business model revolutionizing the travel and hospitality industry, internet is flooded with websites that offer end-to-end travel and accommodation packages for business as well as leisure. According to a leading daily in India, 73% percent of bookings were done online in 2007 even though the internet penetration is a mere 3.7% in the country. This reflects the importance of providing an outstanding customer experience for retention and attraction. As expected, the competition has triggered price wars which have forced players to offer additional services at lower prices.
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| Customer interaction quality |
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| With airline travelers increasing tremendously, the focus is now on increasing online transactions and attracting more travelers. With thousands of interactions on daily basis, it has become crucial to provide self-service for bookings, and assisted service for customer issues. Also, follow-up over the phone has become routine. The sheer scale of interaction volumes has put a lot of pressure on the contact center solution in terms of performance as well as functionality. |
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| Availability of concurrent interaction channels |
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| In addition to voice interactions, contact center solutions need to provide multiple channels for routine and complex tasks such as bookings, confirmations, issue resolutions etc. For instance, an SMS or E-mail may be sent to a customer post-transaction. A contact center solution needs to provide an integrated view of all channels regarding every customer for operational efficiency. |
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| Exploitation of selling opportunities |
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| By analyzing historical and real time customer data, it is important to exploit opportunities to cross-sell and up-sell value added services when customers call. Additionally, customers should be made aware of special schemes and packages, promotions, and discounts during specific times via multimedia channels, to increase revenue generation. |
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Opportunities
In a booming industry like Hospitality & travel, there is a lot of opportunity to increase business, and offer distinguished services to customers. An industry like this also provides "food for thought" for innovative offerings to attract more customers and build brand loyalty which translate to increased business. With the right contact center solution, you can
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- Provide self-service for routine queries such as flight timings, hotel reservation, confirmations, transactions, etc.
- Provide focused, directed service for complex queries to customers with skilled and dedicated agents across all channels. Increase agent productivity and lower costs with sound routing and call distribution.
- Allow three-way interaction between customers, customer representatives, and airline/hotel company executives for quick resolution of issues, as and when required.
- Cross-sell and up-sell value added services via E-mail, Chat, SMS, and Fax to inform customers about special offers, packages, discounted rates and frequent flyer promotions. Also, inform customers of the same while they are waiting for agents.
- Allocate specific agents to customers for follow-ups for smooth continuity and efficient interaction.
- Automate post-transaction E-mail and SMS follow-up for notifications. Schedule mails or SMSs to be sent out automatically for multiple triggers.
- Allow agents to look up information and customer background quickly with a user-friendly CRM. Provide customized service to every customer each time he/she calls to increase customer loyalty.
- Lower scale-up costs as business volumes increase with use of standard telephony equipment. Reduce total cost of ownership with an all-in-one solution that has pre-integrated CRM, database, reporting & analytics, and voice recorder, in addition to outbound and inbound components.
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Solutions
Whether it is about better customer experience, building brand loyalty, providing value added services or capturing market, DACX™ Contact Center Suite can help you meet all your business goals. With Drishti's inbound and outbound solutions, you can increase your profit margins, and attract more customers by analyzing customer behavior and identifying revenue generating services that place you ahead of your competitors.
Drishti's award-winning outbound and inbound solutions offer Predictive Dialing, ACD, IVR, Voice recording, CRM, database, reporting and unified messaging capabilities.
With multimedia capabilities such as E-mail, SMS, chat, FAX and voice capabilities, you can reach out to new customers via different interaction channels. Strong inbound capabilities allow you to maximize self-service, and provide superior assisted service with skill-based routing, sound queue management, while ensuring easy configurability to design call flows as per your requirement.
You can also customize interactions for your callers and provide useful information about special promotions, discounts, holiday packages - all of which help you build brand loyalty in a fiercely competitive environment.
To sell your products more effectively, you can empower your agents to engage in potentially revenue generating prospects via multiple dialing modes, scripting, call-back scheduling, and a host of other features. Your supervisors can track agent performance via strong monitoring capabilities.
For quality purposes, you can record interactions with the Voice Logger, store them, and retrieve them with ease. With real-time reporting capabilities, you can create comprehensive reports to organize and present meaningful data regarding performance, efficiency, statistics, etc that is crucial in formulating business decisions and defining future strategies.
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