The airline industry is extremely interaction intensive with service providers, channel partners and customers making management a challenging task.
Overview
The airline industry, covering travel and cargo, is extremely interaction intensive. Large networks of service providers, channel partners, customers and other support organizations are involved in this business, making management of the interaction processes a challenging task. Competition is increasing, market shares are fragmenting, cost pressures in the face of increasing input prices are threatening, margins are shrinking and retaining customers through great service experience has become the focus.
Challenges
Business Challenges
- Differentiated customer service
- Revenue generation
Technological Challenges
Operational Challenges
- Consistency across channels and touch points
- Recognize customers irrespective of channel
- Convenience of transaction
Offerings
⇢ SELF-SERVICE SOLUTIONS
Self-service solutions such as general enquiries, ticketing information and Speech-based systems to provide customers 24x7 access to information.
⇢ INBOUND INTERACTION MANAGEMENT SOLUTIONS
Servion has developed a complete solution that will support multiple communication channels to be informed of ticketing and flight status.
⇢ OUTBOUND INTERACTION MANAGEMENT SOLUTIONS
Agents use outbound solutions for interactions to help the company reach out to its customers with updates and provide information as requested by customers.
⇢ AGENT PRODUCTIVITY - COMPUTER TELEPHONY INTEGRATION (CTI)
Features of CTI include screen pop with customer information such as ticketing status, flight timings and customer history ‘pops’ up when customers call.
⇢ QUALITY MONITORING SOLUTIONS
Voice loggers are designed to record up to hundreds of simultaneous calls to monitor agent performance.
⇢ WORKFORCE OPTIMIZATION SOLUTIONS
Solutions for flexible and efficient staffing which will help in managing scheduling of agents during busy hours.
