The online travel industry is booming, and is showing no signs of slowing down. According to Statista, the total number of Internet users who booked travel accommodations online between the spring of 2008 and the spring of 2015 in the United States alone increased from approximately 40 million to almost 60 million. What’s more, the online travel industry is forecasted to grow to $762 billion by 2019.
But despite this exponential growth, online travel services still face significant challenges, especially when it comes to keeping up with the increasing number of people employed in the industry. In this article, we explore how VoIP communications solve some of these problems, and how your online travel service can benefit from the cloud.
Problem #1: High Turnover Rates
The online travel industry is growing rapidly, and it employs countless people around the globe. But with all of this growth, it can be difficult for businesses within the industry to properly recruit qualified candidates and train them. As a result, businesses within the online travel and hospitality industry often face high turnover rates.
With cloud communications in place, these businesses can quickly and easily adapt to an ever-changing workforce. Because hosted phone systems and call center software are managed by cloud providers, businesses that use them don’t have to worry about upkeep and maintenance. Plus, it’s easy to add or remove employees from the system; this allows businesses in the online travel industry to scale as needed.
Problem #2: Inability to Connect with Customers
Part of the appeal of booking flights, accommodations, and other travel needs online is how convenient it is. With just a few clicks, your customers can take the first step to traveling anywhere in the world.
But, what happens when your customers arrive at their destination? If they have problems with their accommodations or questions about their travel plans, how do they contact you?
Virtual phone numbers are a great way to ensure that your customers can reach your support center, no matter where in the world they are. International toll free and local phone numbers can be purchased for almost any country, so your customers can call you at no cost to them; and, the calls can be easily forwarded to any number or device.
Problem #3: Lack of Insight Into Agent Activity
Whether your agents are handling international calls, booking reservations, or responding to customer inquiries, they are on the phone – a lot. And unfortunately, many online travel agencies don’t have the tools in place to know what is really going on during each call. This lack of visibility makes it difficult to truly monitor, measure, and track customer service levels and deliver excellent customer experiences.
Thanks to virtual call center software, online travel agencies can gain visibility into all calls and agent activity. Most virtual call center solutions offer live call monitoring – so you can listen in on calls in progress – as well as live and historical call reporting. With the information provided by these reports, you can see what’s really going on in your call center and set goals for improvement.
VoIP Solutions for the Online Travel Industry
VoIP solutions provide online travel agencies and services with the tools they need to overcome the hurdles associated with this high-growth industry. Flexible and scalable, cloud-based communications can help online travel agencies grow quickly, connect with customers anywhere in the world, and gain essential insights into customer-agent interactions.
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