Competition in the travel and leisure industry is now fiercer than ever due to the proliferation of low-cost carriers and budget hotels. The convenience of online travel planning makes providing dynamic technical support imperative. Even when seeking assistance, a compelling proportion of callers are in a purchasing frame of mind. Additionally, players in the industry are highly sensitive to price pressures caused by the continual rise of labour and energy costs.

Successful companies must keep overhead tightly under control while capitalizing on inbound customer interactions to cross- and up-sell additional travel-related products and services.

Transcom is a proven leader in delivering outsourced CRM and credit management solutions to: 

-         Online travel agencies

-         Traditional and low-cost airlines

-         Hotels

-         Ferry operators

-         Baggage handling companies

Benefits of working with Transcom:

• Significant savings in CRM operations by locating work in the most cost-effective country
• Trim costs by automating considerable portions of customer solutions through self-service interactions
• Resolve your customers’ issues while markedly increasing revenue per transaction
• Realize additional revenue opportunities by communicating with technology-savvy customers via their preferred channels, i.e. email and web-chat
• Accessible, responsive, and cost-effective response to peak travel season call surges
• Differentiate your brand and reduce customers’ price sensitivity by reinforcing the quality of customer interactions

• Multilingual inbound reservations sales hotline 
• Cross- / up-selling programs promoting related travel products and services
• Flexible overflow solutions to effectively handle demand of peak travel periods
• Multilingual inbound customer care line for bookings, loyalty programs, payment instructions, flight status queries, travel regulations and baggage allowance, etc.
• Technical Web support, focused on educating and diverting customers to self-service in the future
• Handling complaints, processing compensation, and primary and secondary baggage tracing
• Proactive outbound customer management, informing travellers of delayed and cancelled flights, and rebooking when appropriate
• Back office support