Close By and Yet So Far Away
On my travels, Germany is becoming one of my most frequented destinations, the Ruhrgebiet region in particular over the past 12 months. Although it...
Today’s travel and leisure businesses are under pressure to deliver exceptional experiences at competitive prices. Webhelp’s expertise in travel industry customer service, sales, supply chain management and back office administration will give you the lean operation you need to keep prices keen and protect your margins. Our understanding of customer expectations – and disciplined approach to exceeding them – will turn customers into fans who stay loyal to your brand and recommend it to their friends.
Our client base encompasses tour operators, hotels and holiday destinations, plus every type of transport and leisure experience.
A customer experience that stands out from the crowd.
Industry expertise aligned to your business.
A single solution for front and back office.
Lean operations for 24-hour effectiveness
Sales expertise to maximise revenue
Omni-channel technologies to accelerate change
We understand that you’re selling an experience – a flight, a holiday, a night on the town. Customer support – both service and sales – is part of that experience. And it has to be good. We’ll satisfy your customers by getting the basics right – reducing customer effort and resolving issues on first contact. Then we’ll go the extra mile to turn satisfied customers into loyal advocates of your brand.
We’ve specialised in travel and leisure for more than ten years, building up unrivalled expertise on the way. Because a great customer experience comes from deep knowledge, our people are recruited for their experience in travel and leisure. We enrich that experience with training, including university accredited diplomas that offer the opportunity to study the business and consumer dynamics of your industry. Our people are experts at using all of the travel and leisure industry’s key reservation tools. By integrating to each one, we deliver seamless transactions while updating information direct to your back office systems.
Our front line advisors interact with customers every day while our back office teams take care of essential administration. Whether processing reservations, administering payments or reconciling refunds, we’ll streamline operations in the interests of the customer experience and your bottom line. With our website administration services we can maintain your online presence, posting deals and offers in multiple languages at high speed. Our supplier management services mean we can manage complex provider networks, including payments and claims administration.
When margins are tight, operations must stay lean. Our analytics-driven approach to continuous improvement keeps us focused on cost. By delivering multilingual services from strategically located centres and leveraging lower-cost offshore locations we reduce the cost of international coverage. We manage seasonal and incident related peaks without year-round cost by drawing upon extra resource across our network. We can migrate voice calls to online and mobile services that are cost effective and always available. In short, by using the right channels, lean resources, the best locations and continuous process improvement, we deliver dramatic savings while enhancing service quality and availability.
We support PCI compliant sales across every channel. While our telesales activities are disciplined and strong, we are also maximising online revenues with proactive webchat strategies and are spearheading the development of social as a sales channel. Our sales teams specialise in the consultative techniques required to sell personalised packages that are often complex and high value. And, because even our service advisors are skilled in cross and upsell, no sales opportunity is ever overlooked.
Through partnership and acquisition we’re building a portfolio of leading-edge technologies that can supplement, enrich or replace your legacy systems to accelerate omni-channel customer management.