Can Your Company Meet the Pent-Up, Post-Pandemic Travel Demand?

Can Your Company Meet the Pent-Up,
Post-Pandemic Travel Demand?

Dennis Weikle, PPT Solutions

Introduction

Undeniably, COVID-19 has left its mark on the travel industry. As all aspects of the travel industry recover from the pandemic’s catastrophic effects, there are many roadblocks on the path to profitability.

To successfully meet the post-pandemic travel demand, hospitality brands must reassess and implement new strategies in the areas of technology, contact center staffing and employee engagement.

Can Your Company Meet the Pent-Up,
Post-Pandemic Travel Demand?

Dennis Weikle, PPT Solutions

Introduction

Undeniably, COVID-19 has left its mark on the travel industry. As all aspects of the travel industry recover from the pandemic’s catastrophic effects, there are many roadblocks on the path to profitability.

To successfully meet the post-pandemic travel demand, hospitality brands must reassess and implement new strategies in the areas of technology, contact center staffing and employee engagement.

New Technology Boosts Productivity

Advances in technology are continually improving business processes in many global industries. The following are just a few of its positive impacts on the travel business.

  • Cloud Computing
    Businesses across every sector have adopted cloud-computing to achieve increased scalability, enhanced security and equipment savings. The travel industry is no exception as it transitions to this technology.

    In fact, 62% of contact center leaders plan to transition to the cloud in the next 18 months. Cloud computing offers the benefits of increased speed and responsiveness, expansive storage for traveler profile data, accessibility to travel documents from anywhere and broader web and mobile application development.

  • Big Data
    Many hospitality companies are utilizing guest data to craft more targeted marketing campaigns. Data such as dollars spent, country of origin and reasons for travel are helping businesses create accurate buyer personas.
  • Mobile Devices
    With cell phones in every traveler's hands, information is just a few push buttons away. Today, travelers increasingly rely on mobile apps to plan their vacations and book hotels and airline tickets. To remain competitive, travel businesses must adapt their services and communications for mobile device use.

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Contact Center Rightsourcing

By accessing contact center operations from the cloud, remotely located staff can work from any location. This model also enables business process outsourcing (BPO) to third parties. Outsourcing the contact center function provides benefits such as access to a larger talent pool and advanced technology. Finally, outsourced contact center operations come with zero infrastructure costs.

With these powerful benefits, the outsourced contact center market is expected to more than double by 2022.

A newer term that has come to light, rightsourcing, describes selecting the most appropriate outsourcing resources for the business. Rightsourcing contact center staff is essential to travel companies as they anticipate an increase in post-pandemic travel demand.

Improving Employee Engagement

One of the more dramatic labor force changes resulting from the pandemic has been the shift from the traditional office to a work-from-home environment. However, this model presents a challenge to managers who want to keep their employees motivated and engaged. The following tools can help:

  • Remote Supervision
    With agents working from home, management and collaborative tools are critical for monitoring and measuring productivity. Leading-edge management software scores agent interactions and provides real-time monitoring to measure the quality of customer interactions.Access to agent screens also provides insight into how effectively agents utilize applications to answer customer queries.
  • Gamification
    Increasing agent productivity is crucial to meeting demand as more customers return to traveling. Through gamification, agents can be rewarded for achieving goals individually or as part of a team.Rewards can take the form of attractive prizes such as gift cards and bonuses. In a recent survey, 72% of employees claim gamification encourages them to work harder, leading to successful call service goal achievements.
  • Dashboards
    Call tracking is crucial for ensuring high consumer satisfaction. A real-time online dashboard displays important contact center metrics and KPIs such as service level, average seconds to answer and incoming call traffic. Making this dashboard accessible to all agents ensures awareness of metrics or interactions that need their attention.
Work With PPT Solutions to Optimize Your Contact Center Operations

With the easing of travel restrictions and greater consumer confidence, the industry is preparing to handle an influx of customers needing assistance with their plans. To meet these demands, travel companies must revisit their processes and streamline them as needed.

As a partner to many of the world's leading brands, the experts at PPT Solutions are here to help. Contact us today to learn more about how travel and hospitality brands can prepare for the new normal of travel with the right contact center operations, technology and sourcing solutions.

We're Here to Help

Contact us today to learn how we can optimize your
Customer Experience and Business Operations.
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