Airline Call Centers: Adding the Human Element in a Digital World

Whether it’s booking a ticket or paying for in- flight travel services, customers want airline call centers to offer multiple channels to choose from. 

Why Are Airline Call centers Considered Important?

The airline call center is considered to be a very important channel to use for customer service. Most travelers go online to for their purchases or inquiries but prefer call centers when they need help or any other personal service. These contact center agents help with complicated purchases, cancelled flights, re bookings or ticket adjustments. Customers find it easier to speak to a live agent and explain their situation in comparison to any other online services. Older travelers or those that are not tech savvy prefer to use the services of a call center agent to book and pay online. Most call centers are introducing many more channels of payment and purchase. New digital services that are being introduced are only aiding and strengthening the role of call centers rather than replacing them. Outsourcing of customer services have benefitted the airline industry in tremendous ways and have brought about greater efficiency and visible cost savings. 

Benefits of a Call Center in the Travel Sector

Outsourcing travel services means that there are large number of specialized agents that are devoted to a particular process or function. This ensures a shorter waiting period, quick responses and efficient customer service. The customer has a number of people to assist him leading to minimal frustration. The agents are well trained and competent and are focused at providing and enabling a hassle free experience. Professional agents are capable of various tasks that can make your booking or reservation experience personalized. Airline call centers know that there is no substitute for personal customer service. Call centers also possess advanced tools to assist with various operations and services which can store necessary details and can help in re bookings, retrieving of records as well as transactional details. These advanced tools are also able to gauge the travel and spending habit of the customer and offer suitable deals and offers. 

Outsourcing off customer services have benefitted the airline industry in tremendous ways and have brought about greater efficiency and visible cost savings.

Building Smart Airports with Technology

New advances in technology have improved the efficiency of airline operations world over. 

Biometrics

Airport IT solutions use biometric enabled processing, that uses fingerprint and facial recognition technology. This software has been implemented at airline entrances and integrated into flight information display systems that serve passengers with offers and important information. Biometric technology also simplifies immigration and in- flight payment. Airlines are now integrating this technology with the passengers’ mobile device for a smooth and seamless air travel. 

Blockchain 

Blockchain is the newest technology available that is associated with crypto currency. It provides a secure platform to share data, transactions and agreements. Blockchain technology is also used for baggage, distribution and retail and is now being considered as the “single source of truth” for all flight data. 

Artificial intelligence and Robotics

AI products include chatbots as well as automated answers for complex enquiries. It reveals predictive aircraft maintenance, efficiency in operations, predictive pricing and can also help in easing congestion at airports. The role of robotics in the aviation industry has emerged as a potential front runner for Airport IT solutions. The robots are able to transport luggage, identify security risks and perform various other tasks. 

Baggage 

New improvements have brought about change in bag handling. A BAGTAG device that uses a fastening screw and a mounting plate to secure itself on to luggage is now being offered by popular airline services. These tags are electronic and reusable and are more convenient than paper tags. Airport IT solutions include end to end baggage delivery service, baggage tracking and Resort check-in which reduces queues and long waiting lines. 

Startups and Translation

Many airlines are shifting from traditional suppliers to new age startups for fast moving ideas and inspiration. These scaleups help corporate organizations and airports to improve customer service, achieve innovation objectives and enhance overall efficiency. Travelling to locations where you don’t understand the language can be daunting and so live translation technology using Google Pixel Buds supports 40 languages to help ease your travel. 

Internet of Things and Cyber Security

The IoT combines many technologies and creates a simple end to end travel experience for the passenger. From airport assets to seating systems, the Internet of Things provides the industry with new ways of operational efficiency. With all data systems getting online, it is vital that the security of the operational system is not compromised. Fighting cyber threats and hackers is an ongoing process that will help Airport IT solutions to build stronger defenses. IT technologies ensure safety, efficiency and security in airports.

How Advanced Airport Baggage Handling System Helps In Better Luggage Management

Baggage handling is an integral and intricate part of airline operations. From the security gate and check-in to arrival and baggage claim, it affects a major portion of a traveler’s journey. The advanced baggage management and tracking solution set the stage for enhancing the traveling experience. The cutting-edge airport baggage handling system provides better tracking capabilities and help hassle-free on-time departures. It is a type of conveyor system installed in airports that transports checked luggage from airplanes to baggage claims or to space where the bags can be loaded onto an another aircraft. 

Apart from this, a baggage handling system also performs the following functions:

• Detection of potential bag jams. 
• Automatic Tag Reader (ATR). 
• Volume control (to make sure that input points are well-handled to avoid overloading system). 
• Load balancing (even distribution of luggage between conveyor sub-systems). 
• Luggage counting and tracking. 
• Redirection of baggage with the help of diverter or pusher.

Baggage handling and management are crucial for seamless operations. Maintain traveler flow, streamline baggage tracking and communication with airport authorities. One of the top-notch airport baggage handling system companies helps streamline the entire procedure by adopting the new-improved technology and software which makes baggage handling seamless. With the help of sensors, IoT, Cloud-based applications, and analytics on the same platform, such companies have transformed the dynamics of the airport baggage handling process. 

Here are some of the key features that make baggage management services an essential part – 

• Hassle-free and effective control. 
• Better communication. 
• Maximum results and performance.

The reliable airport baggage management companies provide fully-integrated, automated, and high-speed baggage handling systems for small, medium, and large airports across the globe. This covers producing and integrating systems for security screening, storage, and transportation of departure luggage from check-in to the gate, along with transportation of transfer and arrival luggage. In addition to this, they offer customized solutions as per the specifications of the client for long-term support, including maintenance and operations. Luggage management is a technology-driven area wherein advanced technologies developed and implemented.

Why is Social Media becoming Essential for the Customer Service of businesses?

As a small or medium level entrepreneur, one needs to understand that a satisfactory client service is the key to customer’s growth and retention. In the current scenario, the shoppers progressively utilize social media to get in touch with the brands and businesses. This implies reacting rapidly and proficiently to clients or customers enhances the possibility of grabbing them as it is observed that customers who have a decent social media involvement with a brand generally suggest it to others. 

Organizations love using social media too

As per a study, around 33% of buyers report that telephone/phone message is the most irritating approach to speak with organizations. In spite of investing more energy in cell phones, that time is required to spend on social media customer service through the platforms like Facebook, Instagram, Twitter and YouTube and so on. The independent companies with dynamic and engaging social media levels appreciate higher client maintenance and referral business. 

Being social is considered as being responsible

Before reaching the social client service bandwagon, the organizations must be prepared to deliver a fast, helpful and effective solution.A large section of shoppers has over viewed that they have stopped trading with several organizations due to poor client service, which incorporates poor response time in social media. On the other hand, buyers report an eagerness to pay more for products or services if an organization has a quick client service reaction time. 

Get aware of people’s reactions about the business

If an organization doesn’t exist on Twitter or Facebook, the employers would remain unaware of customer’s praise or criticism about the company on the social media. Social media moves at a quick-fire pace, where 78% of individuals who complain about a brand on Twitter expect a reply within 60 minutes. According to the reports, the client service interactions have expanded 250% in the previous two years. It is essential for all the firms to not just to be available on social media, rather screen their channels and effectively interact with buyers as well. 

Whether an employer is looking to launch the social media customer service or simply beginning to monitor the social reputation of his or her company, it is always recommended to choose an experienced social media marketing team for all sizes of organizations.

How is Fare Filing Advantageous for Aviation Industry?

Every travel company around the world aims at offering the best rates available to its customers. Planning, managing and offering the best fares to the customers without any errors can help companies win half the battle. Therefore, fare management becomes a vital factor for revenue generation. 

In most of the customer serving industries, there are mainly three aspects - consumer behavior, markets, and market conditions that can bring a drastic change in every manner. Adding supplementary services along with negotiated fares, the aviation industry can expect proven changes just within a week’s time. However, in order to get effective results, fare filing needs to be done in a thoughtful manner. 

Key Objectives of Fare Filing:

• Consolidate data quickly and accurately.
• Filter large amounts of fares data.
• Monitor the market and fare changes.
• Precise management of price changes.
• Calculate the fares depending on geo, taxes, rules and commissions.
• Suggest the best possible price.
• Mark out private and public fares.
• Automated refunds and reissue.

When it comes to the aviation industry, it takes a lot to increase the sales and boost the brand’s loyalty simultaneously in order to retain existing customers and gain new customers. In today’s highly competitive environment, an airline company can expect better outcomes with help of advanced tools and solutions for airline ticketing and reservation. Effective fare filling and distribution offer huge advantages in this regard. 

Major Advantages of these Solutions:

• Fare filing in several systems.
• Standardized fare regulation.
• Negotiated fare regulation.
• Fare filing and distribution as per guidelines, rules, baggage, etc.
• Automated MIS reporting for a faultless result.
• Tracking and recording of businesses for fares.
• Effective rules coding and data maintenance.

Technological advancements have led to the rise of airline ticket distribution, data sharing, and fare filling. Airline companies, by implementing their own commercial strategies to separate commercial and corporate prices are making good development. This results in building partnerships, enhancing revenues and preserving a loyal customer base within the industry. These systems not only help in offering the most competitive prices but also in reducing manual errors and improving overall effectiveness.

How Outsourcing Revenue Management can Be Beneficial

With the increasing level of competition in the travel and hospitality sectors, companies engaged in these sectors require applying needs to apply innovative methods for cutting the expenses and boosting revenue. Meeting the expectations of the clients and providing them personalized experience requires that hotels and tour and travel operators employ new-age technologies or outsource call center management and other back-office operations to leading companies. 

Hiring an experienced in-house revenue manager or a team for budgeting, managing revenues for a large hotel can be quite expensive. Besides this, being a specialized field, managing revenue and analyzing all the aspects to help companies realize their goals can be something that simply can not be left on general manager or less qualified professionals. 

Whether you are the manager of a startup tour company or a limited service hotel, you should consider outsourcing hotel revenue management to an established and experienced firm. 

When you outsource revenue management of your hotel or tour company to qualified professionals of another firm then you are likely to garner the following benefits:-

• You gain leverage from the expertise of specialist revenue manager

Outsourcing specialist financial or revenue management service to a third party means that you stand benefited. You can access an experienced revenue manager or a team who will consider your interests and facilitate you realize your corporate goals.

• Help bridge the gap between the target and the reality

A specialist or an experienced revenue manager will think out of the box, analyze all aspects or factors leading to the expenses and revenue growth, make proper strategies and thus facilitate corporate clients meet their goals. This would also minimize the chance of error.

• Save you from considerable losses

Outsourcing hotel revenue management to qualified professionals means that any mistake or error that may lead to considerable losses would be averted by taking proper steps on time. Experts would help you save time that will let you concentrate on tasks of other higher priority.

• Benefit from the use of cutting-edge tools and technology

As the management of hotel revenue incorporates analyzing various factors and using this analytics to predict and influence consumer behavior that will maximize the product availability and price, hence expert revenue managers would be able to handle the tasks more efficiently.

• Provide you with a personalized experience

Apart from the cost benefits and others, you would be most likely to get the maximum satisfaction as you get the dedicated management services from a premium business process management company.

InterGlobe Technologies: Committed to Delivering Excellent IT and BPM Services

Clients or customers are the most valuable persons for any business especially hotels, shops, restaurants and casinos. Every customer wants premium products or services at the most affordable price. With the increasing inflation, high expectations and easy availability of data or information, customers have the power to change their decisions and choose the one that provides better services. At times, they change their decisions at the drop of a hat or after experiencing a little inconvenience. 

Hotels, tour operators, restaurants and casinos hire expert executives and IT experts to facilitate their customers get the required information and services on time. IT experts ensure smooth business operations by maintaining seamless network connectivity and proper functioning of all IT applications and software systems. 

Be it booking tickets or resolving customers’ queries or providing all travel application support, hiring a top-notch and experienced agency providing IT help desk services is essential to deliver quality services to the clients. 

InterGlobe Technologies is a renowned and experienced company providing integrated IT-BPM service to all companies worldwide engaged with travel, transportation and hospitality domain. Being a part of InterGlobe Enterprises the company takes pride on its dedicated team of over 10000 travel industry experts that provide an array of technology and BPO related services to its clients worldwide. 

The experts provide the best quality IT help desk services that include comprehensive Information Technology Infrastructure Library (ITIL) based support, travel applications support, general IT troubleshooting assistance, L1/L2 support for all IT software and support related issues and others. Clients can easily get round the clock support for various IT applications and software systems. 

Selecting IGT as your leading IT partner will not only streamline business operations but will enable you to gain the much-needed competitive edge. This will expand your clients’ base maximize your productivity and facilitate your business goals. 

Whether you require upgrading your IT systems and installing customized applications for getting the maximum ROI or migrating the existing structure to newer applications you can count on the expertise and experience of committed folks of IGT. Likewise, you can ask for comprehensive and customized IT help desk services that identifies and tracks unresolved calls and provides quality services to all your clients.

Improve the Bottom-Line of Your Business with Better Customer Service

The expectations of customer grow every year with the changing market demands. A better customer experience will help in enhancing the bottom-line of your organization. Customers always demand real-time, quick and informative experience while speaking to the customer support executive. Managing personalized customer experience has become a key objective for travel and hospitality industry. By convincing customer and fulfilling their request, the Return on Investment (ROI) of the industry can increase. According to a recent survey report, it is seen that around 78% of consumers leave the business with the company owing to bad service experience. This is why travel companies seek the help of domain expertise in customer service, technology, and operations to provide best traveler-centric social media services. 

The social media customer service is undertaken by a team of experts on GDS, baggage, loyalty and other travel processes. The technology system enables executives to expertly resolve customer queries posted on social media and provide them personalized experiences. The objective of social media customer support is to retain existing and new customers, boost efficiency, increase revenue, and improve customer satisfaction. BPO solution gives a competitive edge and helps customers stick with the brand longer period of time after having a good experience. A strong social media customer service can lead to increased acquisition, conversion and retention of customers. It is very important for the companies to enhance the revenue potential for the travel companies and this can only be possible with effective content strategy and end-to-end communications. 

Benefits of the best customer support services: 

• Enhanced customer satisfaction 
• Robust multi-lingual support 
• Integrated CRM solution 
• Extensive technical support 

The customer support service providers work closely with airlines, travel agencies, hotels and other travel companies to set-up, manage, scale up and monitor their customer service and engagement practice with customers through social media platforms. The service provider also provides multi-channel and multi-channel customer service across voice, email, chat, and social media over 20 international languages worldwide.