Outsourcing: Why Travel and Tours Should Have an Outsourced Call Center

 

For businesses like travel and tours, bookings and reservations are the key to their success. When these businesses have problems with the way they handle their bookings and reservations, expect complaints and loss of customers and revenue. That is why hiring a professional and dedicated contact center to handle these businesses’ reservations and bookings is crucial for their success.

You may not have known, but businesses outsourcing their online booking and reservation services are at an advantage over their competitors who aren’t. Your outsourced telemarketing services should not necessarily be confined to the premises of your business premises. Today’s rapidly advancing technology has made remote working easier and if there is something very amazing that this brings, it is the ability to outsource several non-administrative tasks and functions in your company to professional outsourcing firms.

While you may choose to manage your travel and tour booking and reservation services as well as call center services within your business premises, most times, it is always a better option to outsource so you can enjoy the great benefits that come with this service. Here are some of the reasons why travel and tour businesses should have an outsourced call center:

 

Highly Skilled Call Center Representatives

Businesses in the travel and tourism industry can take advantage of a team of highly skilled employees and agents from a professional call center company. These agents must undergo training so as to be hired as call center agents. They are expected to be well-informed about the culture of their audience, efficient in answering calls, and competent in the details of your product, the system, and the process of how your company works.

 

Low Cost

It is a known fact that call center services from low-cost destinations like the Philippines, India, and South Africa are very in demand. This is because the services they provide are not only efficient but also cost-effective.

In addition, outsourcing your call center needs is a more cost-effective solution than hiring and maintaining an entire call center workforce in-house. You don’t have to spend money on IT equipment, call center software, servers, and telephony since external service providers would provide these all. It also saves you from incurring the maintenance costs. So if anything needs a repair, it would be dealt with by the call center company you hired.

 

Increased Efficiency across the Board

An experienced outsourced call center service firm is responsible and accountable to you. The company will make sure to hit predetermined call metrics such as average call times, first-time resolution, time on hold, and many others. An expert provider will leave no stone unturned when it comes to how efficiently calls are answered and how quickly customer issues or concerns are solved.

 

Increased Service Levels

If you want to improve your service level, then outsourcing your call center workforce may be a great solution. When call volume increases, you can always outsource the overflow calls to contracted can center agents. This will decrease wait time and increase service level.

 

Decreased Call Abandonment

When you contract out your overflow calls to an outsourcing company, you can decrease your call abandonment. You can expect that every call will be answered in a timely fashion and your clients and customers will love this expedited service.

 

Save on Equipment

Telemarketing equipment is very expensive and would eat up a significant part of one’s investment. You would need telephone lines, computers and peripherals, space, fixtures, and more. And if these things lie idle during lean months, capital investment would also sleep. Outsourcing telemarketing requirements does away with the need for equipment. The money saved by not having to purchase equipment can be invested in equally-important business initiatives.

 

Less Administration Work

Outsourcing means no tedious hiring of telemarketers and other personnel, no training needed, minimum supervision, and easier management. When a company enters into a contract with an outsourcing company, the outsourcing company takes care of fielding telemarketers and support staff who are already trained. The role of the contracting company becomes limited, thus less headache and less stress.

 

Lower Manpower Expenses

Many outsourcing companies are based in different countries where the salary standard is lower than the contracting company’s minimum wage requirements. Their salary may be lower but their telemarketing skills are impressive. Also, because telemarketing has been outsourced, there is no need for additional support staff like the technical team and supervisors. This also means savings on manpower expenses.

 

Professional Handling

Outsourcing companies have long years of experience in the industry and have professional telemarketers, technical support staff, and highly efficient team leaders. These staff members have been trained and are continuously engaged in training activities to better improve their capacities. They are also familiar with the laws and regulations concerning telemarketing.

 

Hire Only When Need Arises

Let’s face it, business can fluctuate, or be seasonal; hiring telemarketers on a short-term basis is a great way to have the staff when it’s needed the most. Minimizing staff members during lean months and maximizing telemarketers during peak seasons is definitely a great advantage of outsourced telemarketing.

If you are interested in saving your valuable time and productive resources, enhancing your business customer service, increasing efficiency, and reducing risk without sacrificing your bottom line, then outsourcing your call center services is the best bet.

One Contact Center

With the rising employee cost and ever-changing labor laws, outsourcing your travel and tours’ telemarketing needs might be the business advantage you've been searching for.

If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.