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Beyond the Recovery: Deflect, Automate, Eliminate

Learn how Teleperformance can help you meet your CX operational challenges and deploy a lean, omnichannel, AI supported customer service to overcome the after-pandemic hurdles.

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TRAVEL INDUSTRY CHALLENGES

Overcome challenges and go beyond customer’s demand

With overall traveler numbers to exceed pre-COVID-19 levels and reach 5 billion in 2025, as expected by IATA, airlines, airports and OTA’s are already experiencing increased demand coupled with shortage of skilled workforce causing challenges to meet customer’s expectations. 

Travel companies need to move faster to manage the increasing travel surge and tackle supply gap.

SOLUTION IN A GLANCE

Integrate digital solutions along traveler experience

girl in her mobile
Isabelle
28 years old
Her flight was canceled, and she calls to her
airline company. She has to wait in the line
due to high volumes of calls. 

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Eliminate requests

Isabelle receives a push message – “How to exchange your ticket due to the cancellation” from her airline company as soon as she finds out about flight cancellation.

SOLUTION: Seamless digital engagement with conversational chat/voice assistant powered by NLP

Deflect high volumes of calls

While in queue, Isabelle is offered option of getting directed messaging interface and chatting instead of waiting on the line.

SOLUTION: Voice to Message deflection Automated response Self-service

Automate simpler tasks

Call connects to the agent: Isabelle’s request is analyzed in real time. Isabelle receives quick and accurate consultation on fares and case resolution.

SOLUTION: Automated claim processing, fulfilment, exchanges, refunds, and fare calculations

10 %

calls deflection with voice-to-message solution

15-20 %

Higher customer satisfaction levels

20 %

non-revenue calls reduced

calls deflection with voice-to-message solution

higher customer satisfaction levels

non-revenue calls reduced

 

Transform to data-driven operations and discover growth opportunities

 

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Empower frontline agents with tools for faster and accurate response

Embrace several digital enhancements, including mobile and digital touchpoint

Enable customers with automation and self-service solutions

Deploy virtual assistants and interactive voice solutions

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Reduced Price per Contact and Improved Total Cost of Ownership

Improved Agent Productivity with AHT and Wait Time Reduction

Reduced Repeat Calls for Higher Level of Efficiency

Increased Customer Satisfaction and NPS

WEBINAR

Nailing the Experience: How to Transform Customer Support to Be More Efficient

Learn how Wyndham Hotels & Resorts Group optimized and innovated their customer support to shift from traditional desk to omnichannel experience to ensure a continuous customer journey and flawless experience.

Document WATCH ON DEMAND
Travel

CASE STUDY

Hawaiian Airlines: Delivering the Right Customer Experience

Learn how Hawaiian Airlines has gained real-time visibility into customer needs, perceptions, and pain points through analytics, enabling them to deliver positive experiences and increase loyalty.
  • Substantial passenger satisfaction improvements by identifying the most common reasons for support calls
  • Credit card sales improvement by significantly increasing the offer rate and identifying the right passenger profile
  • The most common support requests identification to provide most relevant, dynamic content on their website
Document VIEW CASE STUDY

Find out how to transform your customer experience

As exceptional customer service becomes in demand, leading Travel & Hospitality brands trust Teleperformance to manage their end-to-end guest experience.

The Group’s over 420,000 employees in 88 countries support billions of connections every year in over 265 languages and 170 markets, in a shared commitment to excellence as part of the “Simpler, Faster, Safer” process.

 

Contact us to learn more about our solutions for your business.

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