How BPO for the Airline Industry can Bring Significant Benefits

In recent years, the airline industry has faced major challenges like rising fuel costs, changes in environmental regulations, and ever-increasing customer expectations. To cope with these challenges, most airlines seek ways to reduce costs while meeting environmental regulations and customer expectations.

In such a situation, BPO for the airline industry can offer fast and simple solutions that help small and medium airlines survive turbulent times and prepare for future growth and expansion. BPO solutions provide several benefits, including cost reduction, the biggest challenge for airlines. These benefits include:

  • Reduction of cost structures and making them transparent
  • Focus on customer needs despite cost-cutting
  • Customer retention
  • Better planning capacity and inventory management based on hard data
  • Consolidation of delivery operations to standardize business processes

Thanks to the latest technological breakthroughs, BPO for the airline industry today can provide a wide range of custom solutions. From AI-assisted customer service to rescheduling, delays, and cancellation assistance, a modern BPO can handle it all.

BPO for the Airline Industry – Processes Outsourced

Some of the most popular processes that airlines are outsourcing to BPOs are:

  • Ticketing
    • BPOs are equipped to handle ticketing and reservation processes for airlines of any size.
  • Customer Service
    • Customer service has been a forte of BPOs from the very beginning. With AI assistance, customer service agents are now better equipped to help customers faster and more efficiently.
  • Online Payments Processing (Payment IVR) with Fraud Detection
    • Any PCI-DSS certified BPO can securely process online payments on behalf of an airline. From secure payment processing to fraud detection, everything is done with precision.
  • Flight Information Services and Inquiries
    • BPOs can easily handle flight information services and inquiries in real time.
  • Rescheduling, Cancelling, and Delay Handling
    • From rescheduling and cancellation to delay handling, a BPO can manage everything expertly without causing problems for customers.
  • Lost Baggage Tracing and Customer Support
    • Lost baggage tracing can be frustrating for customers. However, customer support experts in a BPO can handle the situation well, turning a negative experience into a positive one. With AI-enabled solutions, a BPO can provide effective customer support that improves customer experience.
  • Class Upgrades and Other Services
    • Since the beginning, BPOs have offered upselling and cross-selling services. Therefore, airlines can always hire BPOs for class upgrades and related services.
  • Loyalty Program Management
    • BPOs can handle frequent flier loyalty programs for airlines and help them retain more customers.
  • Campaign Management
    • A well-executed sales campaign can help airlines attract new business or enter a new market. No one can manage a sales campaign better than a BPO.

By outsourcing these processes, airlines can bring efficiency to their customer service and business processes while reducing operational costs.

Fusion CX BPO Services for the Airline Industry

As a major player in the global BPO for the airline industry, Fusion CX has already helped several clients with custom, scalable customer service and business process solutions that build strong customer relationships, improve operational efficiencies and help airlines enter new markets.

Our multilingual agents handle various services, including customer care, fares, reservations, and ticketing via various communication channels. Many of our agents specialize in GDS and different partner solutions. Our team includes IATA-certified personnel. We deliver AI-based, low-cost, high-impact digital, business process, and customer engagement solutions to the airline industry.

Ready to elevate your airline’s operations with BPO for the airline industry? Contact us today for a free quote and discover how we can help you achieve your goals.

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