Back to Case studyTravels Leader Drives up Customer Satisfaction with Updated Voice Solution
ShareIntroduction
The customer has been in business in the tours and travels industry of India since 2007, providing their clients with leisure and business travel, charters, cruises and MICE (meetings, incentives, conferences and exhibitions). Their team comprises over 275 dedicated professionals catering to their clients’ needs in India and nine other countries from 42 owned/representative offices across the country.
Business Challenge
Given that their primary source of generating business opportunities is via incoming client calls and enquiries, the customer required a communication infrastructure that ensured seamless inbound and outbound calls.
The current work-from-home mandate also necessitated uninterrupted connectivity between teams from various company branches and distant employees.
With a business model centred on providing corporates with travel and tourism services, the customer needed to manage and track the high number of incoming calls coming through various channels. This called for a telecom infrastructure that allowed easy call routing to respective teams based on the client's enquiries.
Overall, the customer aimed to ensure seamless connectivity between teams, coworkers, vendors and clients for optimised productivity.
TTBS Solution
The TTBS solution architect recommended the following solution based on the customer’s requirements:
- Primary Rate Interface (PRI) was facilitated for concurrent transmission of voice and data traffic over a dedicated line, allowing for the simultaneous use of multiple channels.
- Dedicated toll-free numbers were activated for marketing and ticketing to promote special group packages and offers for select customers.
- TTBS enabled customisation via the TTML panel to route the incoming calls to specific sales executives for quick enquiry resolution.
- High-speed Internet Leased Line connectivity was installed for assured business efficiency.
Benefits
- Faster sales conversions due to enhanced productivity of the customer support team
- Wider reach with dedicated toll-free numbers
- Improved customer experience with realtime query resolution
- Reduction of underutilised resources and uneven distribution of calls
- Increased business outcome with a greater number of incoming calls and leads generated and reduced turnaround time
- Significantly improved efficiency due to close monitoring of agent performance
