The background.
We support this client in the travel industry across leisure, specialist and business travel, as they service over 30 million customers a year. Our relationship began in January 2021, and since then, Transcom has supported specialist travel categories such as group bookings, cruise travel, booking changes, and refund credits.
Our challenge was to ensure a high level of customer experience and upsell ancillary services to existing bookings during the most turbulent time in aviation and travel history
Our agent performance was monitored against various quality metrics:
- Process compliance
- Travel and booking information
- Issue resolution
- Adding notes and sales to existing passenger name records (PNRs)
- Financial risks to existing bookings
The solution.
- Homeworking – Agent teams immediately switched to homeworking during the Covid pandemic and efficiently serviced the client's customers without any service impact.
- Immersion training for agents – Our agents learned about the travel industry, how to use the client's systems, their branding and culture, during an in-depth implementation and nesting period. All trainings occurred onsite, where it was safe and possible.
- Transcom Way of Working – Our internal process for managing customer experience supported our agents and the client's customers. This includes agent performance and empathy training during role play, one-to-one coaching, and more.
The results.
