Back to Case studyTravel Industry Giant Drives Business Growth and Customer Experience by Partnering With TTBS
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The customer is a travel and tourism company active across travel segments like leisure travel, business travel, destination management, services and distribution visa marketing services.
The customer has escorted lakhs of travelers across the globe for more than 70 years to various destinations around the world. It is one of the leaders in segments, namely escorted group tours, customized holidays, holidays of India and incentive travel amongst others. Its customer focus, innovation and operational excellence has not only tapped the existing market potential but has also created new markets through innovative packages. Its vast array of holiday services is taking holidaying to an entirely new level. Through investments in technology and with a strong online presence the company serves its customers through an omni-channel play.
Business Challenges
The customer’s business model includes providing travel and tourism services through 1000+ stores and partners spread across the country. The customer drives maximum business through online bookings and incoming customer calls and enquiries.
The customer leads the market in escorted group tours, customized holidays drives business opportunities and support remotely. They have huge volumes of incoming calls for customer service and support, hence, must manage excessively large volumes of incoming customer calls of up to few thousand calls / day.
- Provide seamless connectivity to entire team spread across branches.
- Address enormous volume of incoming customer calls.
- Provide customized services to customers basis their requirements.
- Address calls in local language of the caller while it was expensive to run call centers in each state.
- Connectivity of contact centers for smooth communication with all stakeholders, both internal and external.
TTBS Solution
Solutions to enhance business growth, improve customer service and support with seamless collaboration.
- TFN lines for managing large call volumes, receiving calls from anywhere in the country based on business process and requirements.
- PRI solution facilitating concurrent transmission of voice as well as data traffic over the dedicated line with the flexibility of using multiple channels at the same time.
- Audio conferencing to provide a one-stop shop solution for all the collaboration needs of the company.
- High Speed Internet Leased Line connectivity for business efficiency.
Benefits
- Enhanced Customer Satisfaction End customers could reach out to the company for their travel queries, at any time, free of cost leading with Increased customer satisfaction by ensuring their business is always reachable.
- Optimization The company overcame the problem of underutilization of resources and uneven distribution of calls with the PRI solution.
- Easy Recollection End customers were able to easily remember tollfree numbers, thereby increasing the customer’s business receiving higher incoming calls and more leads generated.
- Better collaboration Increased employee productivity and Improved employee efficiency.
- Cost Effectiveness Managed very high call volumes at lower costs and increased operational efficiency.
