The recent pandemic has hardest hit the travel and hospitality industry. International travel bans, lockdowns, and stay-at-home orders brought the world to a standstill. As a result, airlines, hotels, restaurants, and other hospitality businesses have faced severe losses. Despite the exponential growth of tourism in recent years, the industry was unprepared for such a challenge. The pandemic’s effects are expected to linger for another year or two, creating additional challenges for the travel and hospitality sector. This blog discusses how travel call centers can help the industry recover.
Overcoming the Challenge
As the travel and hospitality industry navigates unprecedented challenges, outsourcing certain business activities is crucial. The right travel call center outsourcing partner can significantly aid in this recovery. Fusion CX, a prominent name in the travel call center domain, is already helping its travel and tourism clients bounce back from the crisis. Here are some key services we offer to help travel and hospitality clients recover:
Market Research and Analysis
Customer expectations will likely change post-pandemic. Therefore, travel and hospitality businesses should start their post-pandemic journey with market research and analysis to understand these evolving needs. Fusion CX, with over 25 years of market research experience, can help you gain vital market insights. Our expertise also lets us identify the key demographics you should target post-COVID.
Telemarketing
The right contact center partner can boost your sales post-pandemic through effective telemarketing. Fusion CX can run campaigns that highlight how your airline, hotel, or spa employs safety measures to protect patrons’ health. This reassurance can attract customers and rebuild trust in your brand.
24/7 Multilingual Customer Service
Most hotels today have an international clientele, necessitating multilingual customer service. Fusion CX offers 24/7 multilingual support, ensuring that our team can respond in their language when a customer or prospect from another country inquires about bookings. This service ensures you never lose business due to language barriers, especially during the pandemic.
Booking and Reservation Service
A call center can manage all bookings and reservations during the pandemic and beyond. Fusion CX supports customer queries, bookings, and reservations across multiple channels, including voice calls, chat, email, and an online portal. Today’s customers expect quick responses on room availability and reservations, and prompt answers enhance the overall customer experience.
Reception Services
Outsourcing reception services can significantly improve customer experience in the hospitality sector. Travel BPO center agents from Fusion CX can handle and route incoming calls, allowing on-site receptionists to focus on attending to guests. This approach ensures that customers no longer have to wait for the receptionist to be available, and their issues and queries are resolved promptly and efficiently.
Finding the Ideal Travel Call Center Partner
While the travel and hospitality industry needs to outsource to overcome pandemic challenges, it still needs an ideal call center partner to succeed. Some key benefits that make us your perfect travel and hospitality contact center partner are
- Scalability. Travel is a seasonal business. Hence, your call center partner must be able to flex resources up and down as needed.
- Cost-Efficiency. Cost efficiency is the buzzword in the travel and hospitality industry today. Therefore, a travel or hospitality company needs a travel call center that can significantly reduce costs and offer efficiency at every step.
- Experience. The travel industry takes customer experience seriously, so you need a partner who shares your passion. A call center with experience catering to travel and tourism can give you peace of mind.
- Multichannel Support. A multichannel call center is the ideal partner for any modern travel and tourism business. The business can provide customers with state-of-the-art support through their preferred channel.
- Multilingual Support. As a travel and hospitality business with customers worldwide, you need a partner for multilingual support. A multilingual call center like Fusion CX, which supports over 25 languages, will be your ideal choice.
While the pandemic poses a significant challenge to the travel and hospitality industry, it has also provided some lessons. It has taught us to stay prepared for any future challenge. On World Tourism Day, travel and hospitality businesses should learn from past disasters and prepare for future ones. A reliable, robust BPO services outsourcing partner can help them prepare to overcome future challenges.
Also Read: 10 Ways a Customer Service Representative Can Grow Customer Empathy
Arif Anam
Arif Anam is a CX and BPO marketing professional with over 20 years of experience driving business growth through scalable, technology-led customer experience solutions. At Fusion CX, he works closely with sales and delivery teams to help organizations improve efficiency, performance, and customer outcomes. He’s especially passionate about turning real operational strengths into clear, customer-first stories that connect with decision-makers.
