Driving Enhanced Customer Experience


Highlights

  • 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.
  • Easy Recollection - End customers were able to easily remember toll-free numbers, thereby increasing the customer’s business receiving higher incoming calls and more leads generated.
  • Cost Effectiveness - Managed very high call volumes at lower costs and increased operational efficiency.
  • Optimization - The company overcame the problem of underutilization of resources and uneven distribution of calls with the PRI solution.
  • Better collaboration - Increased employee productivity and Improved employee efficiency.

Introduction

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 omnichannel 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.

To download the case study enter your details

Enter Name
Enter valid Email
Enter Company Name
Enter Valid Mobile Number
Required

Connect With Us

Request a
Call Back

We will be happy to address your queries over a call.

Click Here

Connect on
WhatsApp

Mon - Fri
10 am 6 pm

Connect on Whatsapp Connect on Whatsapp

Connect
Toll-Free

Call us on 1800 266 1800
or email us

dobig@tatatel.co.in

Email us at
dobig@tatatel.co.in

Call 1800 266 1800

Request a
Call Back

We will be happy to address your queries over a call.

Click Here

Connect on
WhatsApp

Mon - Fri
10 am 6 pm

Connect on Whatsapp

Connect
Toll-Free

Call us on 1800 266 1515
or email us

1515@tatatel.co.in

Email us at
1515@tatatel.co.in

Call 1800 266 1800

Please Fill in Your Details and We'll Call You Back!

Please enter Name
Please enter Organization
Please Select State
Please Select City
Please enter Valid Email
Please enter valid 10 digit Mobile Number
Please Select Category
Please Select Service
Enter valid OTP
Please Provide Consent

Great! Your details have been submitted successfully.
You will soon hear from us.

Please Fill in Your Details and We'll Call You Back!

Please enter Name
Please enter Organization
Please enter Valid Email
Please enter valid 10 digit Mobile Number
Please Select Category
Please Select Service
Enter valid OTP
Please Provide Consent

Great! Your details have been submitted successfully.
You will soon hear from us.