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Travel and Leisure

Our experience in the Travel and Leisure sector

The travel and leisure sector is extremely diverse as it includes dining, lodging and transportation. Our team of agents provides call answering, e-mail handling, live chat assistance, social media monitoring and text message support to deal with any travel and leisure enquiries on behalf of our clients. We have been providing customer support services to the travel and leisure sector since 2011, and 80% of our team has experience in this sector (travel agencies, work with Fáilte Ireland, restaurants, spas, hotels…). Through the following case study, we showcase our ability to manage contract seasonality while delivering the best in class service to the Travel and Leisure Industry.

Our Client in the Travel and Leisure Sector

We have been working on behalf of this client since 2011. Initially, we provided them with call answering to support their customer enquiries over the spring and summer period. In May 2013, we were given the responsibility of providing Customer Support for their season ticket holders through e-mail and telephone. With this Expansion we provide for the care of Our client’s members, which reaches a worldwide audience. This contract has a high summer seasonality which requires our team to escalate from 1 to 10 call centre agent. During this peak period, call and e-mail volumes increase substantially. Our client benefits of the scalability of our services, whereby we ramp up during their peak times. 

Our contact centre services for this client

We provide a range of services for the travel and leisure sector including omnichannel information support, online account management, ticket sales support, cancellation & refunds management, events promotional campaign support. All these can be provided through call answering, e-mail handling, live chat, social media, and text messages. For this particular client, we provide both call and Email handling services. Through these Channels, we support their multiple requirements. We provide the client with:

Omnichannel Information Support
Our team answers all enquiries related to sports and cultural events organised by our client. In our knowledge management system, we have access to a list of FAQ’s and more complex enquiries are escalated to the specialist team. We focus on achieving first call resolution so customers can book their tickets and make informed decisions about the events efficiently. All information is recorded in our clients’ Customer Relationship Management (CRM) software in line with data protection regulation.
Online Account Management
Our client has a website where customers can buy their tickets online for sporting events. Our team support them with:

 

 

 

 

 

 

 

  • Account Setup enquiries
  • Reset password
  • Print Tickets
  • Send confirmation e-mails or text messages with their booking reference

This service can be provided through phone, e-mail, text messages and live chat.

Ticket Sales Support
Customers can buy event tickets online or through our call answering service. We provide them with:

  • Information about location, access, sitting areas, and prices
  • Processing of Payment using our PCI compliant software
  • Online Booking Enquiries
  • Support their ticket retail network (e.g. shops, third party ticket resellers)

All sales are processed through our secure system ensuring data protection and a secure payment process for the customer.  

Cancellation & Refunds Management
Cancelled events and refunds processes are managed by our dedicated team. We process this through our call answering service, business e-mail handling service and outbound phone calls. Our team provide:

  • Full explanation of terms and conditions of the tickets booked
  • Manage Cancellation of events (e.g. bad weather, problems with the venue…)
  • Process Refunds as indicated by our clients’ refund policy

All refunds are documented in our client’s Customer Relationship Management (CRM) for accountability purposes.

Events Promotional Campaign Support
Our client promotes events through the sporting clubs, advertising and social media campaigns. Our call answering and e-mail handling team ramp-up and down as required to meet the demand. Additionally, we can monitor their social media channels to answer any enquiries related to the sporting event and increase their brand awareness efforts.
Membership Loyalty Programme
Our client rewards their customer for their loyalty through their membership programme. Customers who fulfil a set of minimum qualifying criteria are given priority to purchase tickets for specific events. Our team supports:

  •  Enquiries about the members’ loyalty programme
  • Individual account status
  • Supports the purchase of priority tickets
  • Update accounts accordingly

Each interaction is logged the Customer Relationship Management (CRM) using a case management approach.

Customer Support Case Study Results

Arema Connect has been working in partnership with our client since 2011. We have built a long-term relationship over the years, and the collaboration between our teams has increased sales and customer satisfaction. We provide our clients with tailored reports that fulfil specific Leisure and Tourism Sector requirements including the number of tickets sold through our call answering service, e-mail, and live chat channels.  Additionally, we provide to our client accurate activity reports with Key Performance Indicators (KPIs) as seen below:

%

% calls Answered

Inbound Calls

Areas of interest:

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