Client Overview:
In the United States, Door to Door is a travel agency that helps people plan trips. They take care of everything, from booking flights and hotels to organizing the entire travel agenda. Door to Door works with dedicated to provide exceptional travel experiences to their customers.
Objective:
In 2022, Door to Door teamed up with Call2Customers Call Center Pvt Ltd to improve customer service and make travel assistance smoother. Their aim was to offer easy and reliable support for booking flights, reserving hotels, and planning trips, ensuring that customers are happy and all service commitments are met.
Solutions:
Call2Customers Call Center Pvt Ltd created a specific travel assistance plan for Door to Door by integrating CRM platform with our systems, which provided our agents access to comprehensive customer profiles. We concentrated mainly on three key areas:
- Flight Booking Assistance:
- Our team offers prompt and accurate information on flight options, schedules, and pricing.
- We help customers secure flights that align with their specific preferences.
- Our agents are well prepared to handle flight modifications, cancellations, and other inquiries effectively.
2. Hotel Booking Services:
- Our agents give assistance on a variety of hotel options and their offers which can match customer’s destination and budget.
- They efficiently handle hotel bookings, reservations, and make any necessary adjustments or cancellations, if required.
- We offer help with customized requests, such as accommodation improvements or specialized amenities.
3. Itinerary Planning:
- We created detailed travel plans based on what the customer wants.
- Our team plans organized different parts of the trip, like transportation, sightseeing, and activities.
- Our team ensure that every trip goes smoothly with real-time support and updates.
Service Level Agreement (SLA) Adherence: Call2Customers ensured strict compliance with the SLA defined with Door to Door. This included:
- Response Time: Ensuring all client inquiries were addressed promptly.
- Resolution Time: Providing quick resolutions to booking issues and travel-related concerns.
- Customer Satisfaction: Keeping customers happy by providing high-quality service and solving problems quickly.
Periodic Call Calibration:
Call2Customers and Door to Door collaborated on regular call calibration sessions in order to continuously raise service quality. These sessions involved:
- Reviewing call recordings to assess service quality and adherence to standards.
- Gathering feedback from Door to Door to identify areas of improvement.
- Making adjustments in response to customer feedback to improve the overall customer experience.
Results
Since partnering with Call2Customers in 2022, Door to Door has experienced significant improvements in their travel assistance services, including:
- Increased Customer Satisfaction: Enhanced support and personalized service led to higher customer satisfaction scores.
- Operational Efficiency: Streamlined processes and efficient handling of bookings reduced operational overheads.
- Continuous Improvement: Regular feedback and calibration ensured ongoing service improvements, aligning with Door to Door’s evolving needs.
Conclusion:
Call2Customers Call Center Pvt Ltd has played a key role in helping Door to Door deliver outstanding travel assistance services. By sticking to agreed-upon service standards and regularly fine-tuning our call handling, we’ve helped Door to Door maintain its strong reputation for providing great travel experiences. This partnership highlights the dedication to quality and customer-focused service that both companies are known for.
For more information on how Call2Customers can support your telemarketing and fundraising needs, visit www.call2customers.com or contact sales@call2customers.com.