Optimizing Customer Experience in the Tourism Sector - A Case Study with a Leading Travel Agency
As the tourism sector begins to recover in the post-pandemic era, companies must focus on customer experience (CX) to stand out in a highly competitive market. In this article, we share a case study of our collaboration with a leading travel agency, detailing how Atento helped transform their call center operations, raising the level and standard of their customer experience.
The Client
Our client is a group of companies operating in different tourism segments, including Leisure Travel, Corporate Travel, and Exchange Travel. They are the largest conglomerate in the tourism sector in Latin America, with operations in Brazil and Argentina.
Challenges and Objectives
The primary objective was to implement a solution for the transformation of the call center with a focus on creating a CX relationship journey. This transformation aimed to provide a great consumer experience and financial optimization, crucial for meeting the resumption of tourism activities in the post-pandemic scenario.
The Atento Solution
Atento offered several elements of Next Generation Services (NGS) and differentiation. The solution included:
Digital Voice Process for Quality
Digital channels (Bots, WhatsApp)
Digital Media (Instagram, FB, YT, Twitter, LinkedIn)
Automation - FDO/RPA Analytics
Workforce Management (WFM), IVR LUI, and CTI / DAC
Squad Team
Our services were delivered across multiple channels, including voice in/out, mail, and chat, covering customer care, sales, and back office for B2C customers, travel agencies, and companies.
Results
The transformation of the call center operations led to an enhanced customer experience and financial optimization. The services were delivered effectively, with a 70/30 Service Level Agreement (SLA) for voice within 24 hours/2 hours and a 5% dropout rate.
Conclusion
Atento's commitment to customer experience transformation is evident in our collaboration with the client. By focusing on digital solutions and a customer-centric approach, we were able to enhance the client's customer experience and optimize their financial operations.
If you're facing similar challenges in your business and want to learn how Atento can help you transform your customer experience, schedule a free call with us. We're here to help you navigate the complexities of the tourism sector in the post-pandemic era while ensuring exceptional customer experiences.
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