Recording calls is essential in order to maintain high levels of customer service in the travel and tourism industry. Are you reaping the benefits?
As Autumn draws to a close in the UK, many holidaymakers will seek to flee the cold this Christmas, or plan a sunny break for next year to beat the Winter blues. While an increase in sales is never bad thing, do you have the right system in place to record, log and manage your calls? Allow us to explain the benefits to your travel business.
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
Retell’s call recording solutions not only record the calls, but using our dashboards, you can also view vital call statistics. Want to see who is performing best in your sales team? Worried about how many calls are being abandoned? 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. We’re proud to work with Encoded to offer you agent assisted payment solutions, ensuring your customers can make safe and efficient payments without compromising your security or theirs.
If you’re looking for a flexible and scalable call recording solution, contact us today. While your customers get some rest and relaxation, you can also have peace of mind that all your calls are being logged and recorded by Retell.