Comprehensive operation of the agent network, an infoline for customers and support for the booking process – this is the scope of activities performed by Voice Contact Center of the OEX Group for one of the leading tour operators in Poland.
According to a ranking carried out by Rzeczpospolita(1), Grecos is the fourth largest travel agency in Poland. The company boasts the highest rating (AA), which bears witness to its stable financial standing. It has offered a wide range of trips to Greece for 15 seasons now, with the company’s services having been used by more than one million customers.
With the company’s business growing, Grecos decided to use the services of an external partner in order to ensure a sufficient standard of service, both when it comes to operating the agent network and serving end customers. Since 2018, the process of serving the agency’s business and individual customers has been supported by Voice Contact Center.
We win the trust of our customers not only by offering attractive holiday trips, but also ensuring a high quality of service at every stage of contact. We attach great importance to training those who work in direct contact with customers so that they can react effectively in every situation and respond to any inquiries by telephone or email. We are very happy with our cooperation with Voice Contact Center, said Tomasz Narajowski, Grecos.
As part of the project, the OEX Group company is responsible for ongoing communication with travel agencies which offer trips from Grecos’ portfolio, which includes provision of information related to offers, booking status or any changes made. Voice Contact Center consultants also operate the infoline for customers, informing about the details of offers and booking modifications. They are also in charge of confirming flight times, which is of particular importance in the holiday season.
Our consultants are available to Grecos customers 7 days a week. In periods of increased interest in trips, e.g. before summer holidays or long weekends, we flexibly increase the size of our team to ensure continuity of project implementation. The adopted model of cooperation with Grecos enables efficient customer service while maintaining stringent quality standards, says Krzysztof Banaś, head of the Voice Contact Center operations centre in Łódź.
According to a survey carried out by the Polish Institute for Surveys of Quality (Polski Instytut Badań Jakości, PIBJA) and Onet(1), the quality of customer service is a decisive factor when it comes to choosing tours – especially the more popular ones which can be compared with ease. Moreover, buyer satisfaction translates into willingness to recommend a given travel agency to family and friends.
In 2018, Voice Contact Center engaged in 13 million interactions with customers through various channels of communication. The company’s consultants answered the consumers’ questions, supported them in the process of settlement of insurance claims, signed them up for doctor’s appointments and helped to make purchasing decisions.
(2) Travel Agencies 2018, PIBJA, http://www.badaniajakosci.pl/tests/biura-podrozy-2018/