With skilled resources, state-of-the-art infrastructure, quality focus and rigorous process conforming to international standards and best practices, IGT's India based contact centres have been providing services to some of world's most reputed airlines and travel industry clients.
Call Center services from IGT broadly fall into the following categories:
- Sales – Handling reservation requests and general customer enquiries regarding flight details, fares etc. IGT's agents, well trained in up-selling and cross-selling techniques, help clients increase conversion ratios and maximize revenues.
- Customer Service – Handling customer enquiries on bookings status, cancellation or requests on details on frequent flyer mileage points, redemptions etc. IGT's agents are trained on customer service techniques that ensure maximum customer satisfaction.
- Travel Operations – IGT also provides services of processing, updating and finalization of flight details for group bookings on multiple GDS and client-specific applications.
For a major international airline, IGT operates a comprehensive Voice based Reservation Queue process involving outbound calls to the US. The process involves calling to all zones in US and management of functions relating to Urgent Queues, Schedule change, Waitlist and Address verification. This process has been running successfully for several months and the airline has intimated IGT on its plans to expand the operations further.
IGT's customer oriented team ensures that the corporate policies and procedures of the client are followed with seamless service. All engagements on Voice processes at IGT are backed by a strong, world-class infrastructure and communications set up- with AVAYA Switch system and NICE voice logging technology coupled with the flexibility to choose options on IPLC lines or dedicated point-to-point voice communication lines.
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