Recording calls is essential in order to maintain high levels of customer service in the travel and tourism industry. Are you reaping the benefits?
If you work in travel, tourism and leisure, the chances are you talk to your customers over the phone. Whether it’s regarding bookings, complaints or general enquiries, here’s five reasons why Call Recording in the travel industry is invaluable to you.
1. Capturing client data
Regardless of whether you work in a client-facing role (in person or over the phone) or you are dealing with customer details indirectly, recording calls is essential in ensuring a smooth process from enquiry to post-travel. Even something as simple as a misspelt name or missing digit on a telephone number can have massive repercussions for yourselves and/or the client, so being able to simply listen back to the recording gives you reassurance, without having to redial to ask for clarification.
2. Solving customer complaints
However high your customer service is in the run up to a customer’s holiday, inevitably some will find fault and put in a complaint. Often, however, this is relating to something they have discussed with an agent over the phone – perhaps the star rating of the hotel, the number of swimming pools, the food available, or the proximity to the beach. Regardless of whether the issue is big or small, time and money spent resolving disputes can be minimised if you have a clear recording of ‘who said what’.
3. Optimise staff performance
While their primary purpose is to record calls, most solutions will also allow you to view vital call statistics. Want to see who is performing best in your sales team? Worried about how many calls are being abandoned? With a dashboard, you can project this data on to a TV within your office, or simply view it from your desktop, ensuring that you can see – in real time – who is performing well and who isn’t. This functionality, coupled with listening back to recordings, will give you to the tools to enable you to hit targets and keep customer satisfaction high.
4. Achieve compliancy
While there is currently not any clear legislation regarding call recording and the travel industry, companies that are under FCA (Financial Conduct Authority) regulation (such as those that offer travel insurance policies), will already realise the necessity of doing so. For these companies, call recording is an essential part in achieving compliance and can be used as evidence if requested by the FCA.
5. Take secure payments
This also ties in with compliance, but of a different kind. If you are taking client payments over the phone, you must comply with the PCI-DSS (Payment Cards Industry Data Security Standard) and this means you cannot record or store credit card details. You must ensure your customers can make safe and efficient payments without compromising your security or theirs.
If you want to find out more about call recording for your business, book a demo with Retell today.