Online Travel Agency Challenged by Lack of Insight into Agent Performance
An online travel service provider, the client offers affordable air travel tickets to India and other international destinations. With a reputation for excellent customer service, the client provides 24/7 phone support with professionally trained travel agents located in the United States and Canada. The client also offers booking services for hotels at discounted rates.
Although the client offered customer support around the clock, they had no insight into agent activity and no live monitoring capabilities. As a result, they had no way of measuring agent performance and productivity.
In order to reach areas of its largest customer base, the client also needed a combination of international toll free and local phone numbers. These would allow customers to reach the client easily and at no cost to the prospect.
Download the case study to learn how virtual call center solutions and virtual phone numbers from AVOXI helped this travel agency gain actionable insights into agent activity and deliver exceptional customer service.