GM – Sales Messaging, APAC.
Making travel plans once required contacting an airline or physically going to an airport or railway station to buy tickets. You then had to telephone various hotels and choose from an endless list of rates. Today’s technology has made the process much simpler. Making travel plans, whether for business or leisure, has never been easier.
The increasing ease of making travel plans – and expansion of a global middle class – has contributed to growing demand for the travel industry. The number of international tourists has more than doubled since the 1970s. A new niche for travel – medical tourism – has rapidly grown over the last few decades. In fact, according to a report by CII – Grant Thornton, India’s medical tourism market is expected to more than double from $3 billion a year to $8 billion by 2020. Such growth means service providers have a bigger challenge than ever before.
While rapidly evolving technology provides easy access to information, travel planning remains a largely manual and time consuming process for travelers and travel service providers. The demands of a growing industry mean service providers must invest heavily in high-end technology and analytical capabilities.
The travel industry has evolved to the point where it’s typically service aggregators, not the airlines, hotels and other service providers, that offer the best deals. Travel aggregators will soon offer travelers one-stop shopping for a choice of carriers, hotels, insurance – while meeting other special needs, such as processing visa documents.
Each booking by a traveler leaves behind a trail of personal financial data. Aggregators capable of tracking this data can link it to travel choices calendars to offer consumers the most suitable choices, budgets and timeframe to travel. Travel aggregators can process a customer’s travel plan, while ensuring travelers are well prepared with the documentation required for each destination.
Business services companies must use technology to link automation solutions and the end-user experience to provide feedback to travel services firms. An environment in which a single change to the itinerary can have a snowballing effect presents new challenges that require business process management companies to re-design their service offerings.
For instance, a change in departure date is no longer a single data point change. Service providers and their staff need to be equipped to handle changes in transport, hotels, insurance and other components of the traveler’s plans. Service providers must use their knowledge services and automation processes to seamlessly link people and technology. Aggregators also must cope with increased customer interactions on mobile platforms, social media and other channels.
This opens up a world of opportunities for analytics, from simple traveler profiling to absolute disruption of the supply chain system of the travel sector:
BPM providers must be cognizant of the important challenges of storing and accessing humungous amounts of personal and financial data, such as credit card information and calendar entries. This calls for a very robust security system and compliance to industry standards such as PCI to ensure the safety of customer information.
In this fast-evolving industry in which business models are constantly challenged and reinvented, service providers are required to be nimble, flexible and inventive. Concentrix recognizes how crucial it is to provide cost-effective, best-in-class customer service to retain existing customers and acquire new ones.
These needs are ingrained in the Concentrix DNA and our core principles – Velocity, Visibility and Value. Our strong operational capability and experience in this domain, along with expertise in multi-channel interactions, are critical to driving business outcomes such as:
In addition, we have a proven ability to scale up operations in a quick and structured manner to accommodate peak seasonal travel requirements.
We leverage our vast domain experience, expertise at business processes across multiple channels, delivery excellence, workforce management and transformational methodologies to develop a world class engagement center.
Publish Date: February 3, 2016 5:00 AM
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We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
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Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
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Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
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Learning & Development
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Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
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Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
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