Hospitality & Travel company

Call Us: + 1 (866) 611-6943 | Mail Us: sales@bouloublue.com

The hospitality industry is open 365 days a year. No matter what the season, people find a good reason to travel. So, with millions of travelers crisscrossing the globe every year, 24 hour customer service is essential. Airlines, cruise companies, travel and car rental agencies, railways, hotels and more, could all use a helping hand. Welcome to Boulou Blue’s hospitality & travel company call center.

Reservation and Booking Management

Handling hotel, flight, and car rental bookings.

Assisting with modifications, cancellations, and special requests.

Providing information on availability, pricing, and packages

Customer Service

Addressing customer inquiries and concerns.

Managing complaints and providing resolutions.

Offering 24/7 support for emergencies and urgent issues.

Information and Assistance

Offering information on destinations, attractions, and travel advisories.

Assisting with itinerary planning and recommendations.

Providing updates on travel restrictions, health protocols, and visa requirements.

Loyalty Programs

Managing loyalty program registrations and inquiries.

Assisting with point redemption and benefits information.

Technical Support

Assisting with online booking platforms and mobile app issues.

Providing support for payment processing and transaction issues.

Multilingual Support

Offering services in multiple languages to cater to international clients.

Benefits of Outsourcing Call Center Services

Enhanced Customer Experience

Professional and knowledgeable agents can improve customer satisfaction and loyalty.

Cost Efficiency

Reduces the need for in-house staff and infrastructure, leading to significant cost savings.

Scalability

Easily scale up or down based on demand fluctuations, such as during peak travel seasons.

24/7 Availability

Ensures round-the-clock support, catering to customers in different time zones.

Technologies Utilized

Customer Relationship Management (CRM) Systems

To manage customer interactions and data efficiently

Interactive Voice Response (IVR) Systems

To handle high call volumes and direct customers to the right departments.

Omni-channel Support

Providing assistance through various channels such as phone, email, chat, and social media.

Key Metrics to Monitor

First Call Resolution (FCR)

The percentage of calls resolved on the first interaction.

Average Handle Time (AHT)

The average duration of a call, including hold time and follow-up.

Customer Satisfaction Score (CSAT)

A measure of customer satisfaction with the service provided.

Net Promoter Score (NPS)

A metric that indicates customer loyalty and likelihood to recommend the company.

Challenges and Considerations

Seasonal Variability

Handling increased call volumes during peak travel times requires effective workforce management.

Training and Knowledge

Ensuring agents are well-trained and updated on the latest travel trends, policies, and technologies.