travel call center

What Is a Call Center for the Hospitality Industry?

Gone are the days when the hospitality industry had unidirectional communication. Nowadays, these industries have taken new dimensions and presented multidimensional communication ways.

In this way, customers can get a chance to communicate with the hospitality industry through numerous means: chat, phone, social media , email, and even face-to-face interaction- depending upon the costumes’ preference.

The call center system is considered an effective platform because it helps to reduce the customers’ confusion and queries.

Moreover, these customer service agents dedicatedly serve the customers and try to facilitate them in all possible ways. So, People could have safe and joyous trips!

Why Should Travel And Hotel Companies Contact The Call Center?

Travel and hospitality companies are trying to bring rapid changes in unexplored local and international markets by capitalizing on them. In addition, these companies are also struggling to satisfy the customers' demands and expectations.

Nowadays, many travel and hospitality companies are multi-channelizing their business and providing new business opportunities. 

Thus, the customers get quick, smooth, and comfortable services; on the other hand, it also increases the credibility and trust of the business.

The call centers are unique, cost-effective, and expandable; their services help upgrade the business functionally, adopt new technologies, improve customer connections, and reach new markets.

The call centers are the bridge that connects companies with their customers and provides two-way benefits. The customers get their queries satisfied; meanwhile, the travel industry gets the chance to increase its profit.

Hospitality and travel call centers are also the perfect way to uplift a brand’s worth.

So, contacting the call center can help travel and hotel companies grow their business because when the customers get satisfied, they’ll contact you again and again for your services.

Benefits Of Outsourcing Travel And Hospitality Call Center Services

The outsourcing of travel and hospitality call center services is immensely beneficial as they professionally and economically support their customers.

• Outsourced travel and hospitality call centers deliver both digital and call services to their customers, so it’s the choice of customers.
• The call center outsourcing keeps the customers updated with their special offers, surprises, warnings, and delays; this proactive approach boosts the brand image.
• The outsourced call center ensures professionalism and provides professional services to the customers.
• These call centers also reduce the customers’ waiting time and serve them immediately; in any other situation, the agents call the customers back.
• Travel and hospitality outsourcing also helps in data analysis, and you can figure out the travelers’ flight and hotel preferences, purchasing habits, and many other factors.
• It is easy to get information about the flights and packages and get the ticket booked.
• It helps you to resolve payments and transaction issues.
• A particular company with outstanding call center services can beat its competitors.
• Through outsourced call center services, you can also manage hotel reservations.
• The customer can contact the call center in case of any mishap, like loss of luggage.

How To Choose The Right Outsourcing Call Center

If you are not a multinational corporation with its own internal unit, you should consider a few factors before selecting a partner for your call center services.

A good company is the biggest blessing, but a poor company is a combination of headaches, risks, and loss.

You can't hire any random outsourcing call center because there are several factors that you need to keep in mind before picking an outsourced call center. A few of the most significant points are mentioned below:

Before choosing a company as an outsourced call center service, ensure how secure and honest it is. The strongest relationship of the business starts with honesty and open communication, where both parties can share their views honestly.

Ensure that the company doesn’t speak against the services you are providing. For this, you can approach different companies, have discussions with them, but you have to go with the most secure, honest, and reliable.

Find the clarity

Clarity is a practical approach, so you need to pick the services of a call center that discuss all the rules, budget, and other essential factors beforehand.

Client support method

Every outsourced call center uses different support methods; you need to select the comfortable one that fits your needs. 

Track Record Management

  Every outsourced call center company is an expert in a particular niche; thus, you need to find the one that is pro in travel and hospitality.

Tips For Effective Call Center Operation During The Covid-19 Pandemic

 provide a safe environment.

During the covid-19, every employer should offer a safe environment to the employees. You are supposed to maintain a social distance of 6 feet as it is a matter of safety. They should supply enough equipment to avoid any kind of equipment sharing, such as phones, headsets, desk chairs, pens, computers, and many more. Determine that you have your materials and space.

Employers should vary shifts and breaks to reduce overcrowding in workplaces and break areas.

Try using customer service language for rebooking

Many flights were delayed, canceled, and rescheduled amid COVID; if a customer contacted you for such kind of purposes, try to use the customer’s local language.

If your customer wants to rebook the ticket, interact in customer service language, listen to him carefully, and try to compensate smoothly.

Offer your agents wellness support

Being a manager, you need to facilitate every member in all possible ways; thus, if you feel your agent is sick, ask him to stay at home. You can also discuss your employee's work-from-home policy.

Members who have COVID-19 symptoms like fever, cough, and shortness of breath should stay at home and rest. If you see any signs or a positive test, contact your local employer and your company immediately.

Get outside help when you need it

If you feel any employee is stressed due to a pandemic or any other reason, ask them to go in the open air, take a long breath, and stay there for a while. Getting outside for help is beneficial in one way or another.

Though open air is perfect to lit up the mood, if anybody is suffering from severe disease, staying at home for a few days is most recommended.

You won’t deny that call centers are vital to an industry’s success because, through these call centers, you can get honest feedback from your customers, get their queries resolved, and make them satisfied.

A professional, active, and courteous call center agent can efficiently deal with customers. 

If you also want to increase your industry’s sales and service qualities, contacting a quality-driven call center is an incredible option. Fortunately, Simply Contact has well-trained call center travel agents that specifically deal with the travel and hospitality niche. These customer service agent s are skilled in speaking 18 different languages, so your customer feels no barrier in communication.

The silver lining of Simply Contact is its security standard- this company keeps your company's reputation a priority and serves your customers politely and patiently.

So feel free to contact us !

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Maximize Every Opportunity with Nexa's Travel Answering Service

Nexa is the largest Travel answering service and Travel call center in the USA. We help businesses of all sizes answer phones, schedule appointments, and convert leads. Thousands of clients trust Nexa's Travel outsourcing call center. We answer calls in three rings!

800.756.3080

800.408.3408, #1 travel answering service and travel call center outsourcing.

Thousands of businesses across the USA have trusted Nexa Travel Answering Services and Travel Outsourced Call Center to help them grow and scale their sales and call center operations. Nexa is the fastest growing 24/7 Travel outsourced call center service, and we serve companies across the entire USA. We have specialized live Travel virtual receptionists answer your calls, texts, and chats around the clock. Our Travel outsourced call center and answering services are always open for your your business and customers!

How We’ve Helped Businesses Like Yours

50,000,000 +

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10,000,000 +

Appointments created.

200,000,000 +

Client generated revenue, contact nexa's 24/7 call center & answering service.

Learn why our customers and partners trust Nexa to make connections, build relationships and drive revenue.

Proudly serving thousands of customers across industries such as home services, healthcare, legal, real estate, eCommerce, technology and many more.

Services We Offer

Outsourcing, call center, virtual receptionist, answering service, inbound & outbound sales, intake, live chat & text.

By partnering with a professional call center service provider, retailers can streamline their customer service processes and ensure that every customer interaction is handled efficiently and effectively.

Provide exceptional customer experiences without paying to train an in-house employee — our live virtual receptionists handle questions, concerns, appointment scheduling and more, 24/7/365.

Boost conversion rates with human-powered live chat virtual receptionists, designed to convert digital traffic into paying customers.

Expand your reach with our fastest-growing channel, real-time text messaging to improve customer engagement and lead capture.

Build a revenue-generating machine with our lead qualification, and inbound and outbound sales offerings.

Streamline the client intake services process to improve customer experience, so that you can spend more time engaging in your business.

Serving As An Extension Of Your Business

Whether you’re an SMB looking to punch above your weight class or a large enterprise seeking scalability and staffing, Nexa's virtual receptionists have you covered—in both English and Spanish.

We answer calls and book appointments while you work.

While you focus on creating stunning looks, our expert virtual receptionists will take care of answering calls and booking appointments with unparalleled efficiency. Your clients will feel as though they're speaking directly to someone in your salon, thanks to our industry-trained receptionists who handle calls swiftly and accurately.

• 24/7/365 call answering service
• Overflow and after-hours call support
• Appointment scheduling

We capture every lead and keep your sales pipeline full.

Our experts qualify incoming leads, reach out proactively to prospects and answer every incoming call with total professionalism, building brand loyalty along the way. There's always a real person who’s ready to help and every opportunity gets followed-up on.

• Lead qualification
• Sales conversion
• Outbound sales

We convert website visitors and digital traffic into paying customers.

The easiest way to empower growth without adding to your overhead, Nexa’s live chat and text offerings keep your business running smoothly with a 24/7/365 digital customer service desk. Boost conversion rates by meeting customers where they are.

• People-powered live chat and text messaging
• Live phone transfer to answering service
• Easily install chat and text feature on your website

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Call center services for hotels, airlines, and car rentals.

Managing an inbound call center can be challenging. Whether you’re an airline, hotel, rental car agency, or a 3rd party booking website, you receive a barrage of calls, emails, chats, and texts from customers with a wide variety of issues.    We provide  call center services for the travel industry for this reason.

Contact centers play a crucial role in customer experience. It’s a competitive  industry, and  creating a world-class customer experience is vital to  customers returning . Outsourcing your call center services for the travel industry provides many benefits, including improving operational efficiency, multi-channel support options, flexibility in staffing, and a seamless customer experience.   

What makes QCS different?

QCS provides customized solutions that solve challenges that plague the travel industry. Our services are tailored to each client’s needs in mind and improve operational efficiencies, provide a consistent customer experience to ensure repeat business, increase revenue, and decrease overall expenses.   

We use omnichannel capabilities that provide an exceptional experience for customers regardless of their communication preferences. Highly experienced call center teams act as an extension of your brand, consistently representing your values and goals. We create a positive impression with every interaction.  

Our experience with Call Center Services for the Travel Industry 

• Hotel, Airline, and Car Reservations  
• Customer Service  
• Loyalty Program Management  
• Tier 1 & 2 Technical Support  
• Timeshare Management  
• Welcome & Onboarding  
• Account Management

Our tenure providing call center services for the travel industry allows you to rest easy knowing that QCS will take care of the details, including:

• Do not call regulation compliance
• Telemarketing compliance
• Non-ATDS solution for placing calls to wireless phone numbers.
• Scripting and training experts on staff
• Dynamic scripting based on the agency
• Call monitoring to ensure the best possible customer experience
• Customized training to ensure each telemarketing agent sounds like they are calling from the agency
• Daily reporting and data transfer to your team

Not sure if you’re getting the best results from your telemarketing vendor?  Give our sales team a call today: 866-963-2889   to learn how your organization can benefit from a team of dedicated telemarketing professionals.

Why Quality Contact Solutions  

Our company and employees are 100% U.S. based and have an average tenure of 15 years in the industry. We know what it takes to be successful.   

Maintaining a call center and all of the nuances associated, let alone finding staff to support increasing business demands, is challenging. Flexibility is essential to grow, change, and adjust as needed without impacting KPIs.   

We understand the key metrics essential to running a call center successfully, and we can assist with accurately forecasting call, email, text, and chat volumes.   

Reach out to us today and learn how Quality Contact Solutions Travel, Hospitality, and Transportation Call Center & BPO Services can enable your business to meet its goals and accelerate growth.  

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Leisure & Travel Call Center

Responsive’s travel call center solution has the capability, staff and infrastructure to assist your travel agency company, airline, or hotel in selling and booking customer deals. Whether you have an amazing one-time promotion that will bring forth thousands of callers or a constant inflow of interested callers, Responsive Call Center can assist you.

Our international call center agency allows us to take calls in different languages from all around the world. If you need to call international phone numbers in foreign languages, we can also assist you with that too. Our payment processing options allow us to charge your prospects’ credit cards internationally.

If you need calls recorded as proof that customers accepted certain deals so as not to have to refund their money, we can also assist you with that. Our state of the art call center agency systems allow our representatives to track and record your call center operations as well as provide the exact information you need mentioned.

Our cruise call center operations representatives are trained extensively to ensure they have all the right answers for all possible questions. They are constantly supervised and monitored to ensure our business is taking good care of yours. We also provide you with a special call in number so you can monitor your incoming calls without being detected at any time.

We are confident our travel call center staff has what it takes to deliver an excellent service to you. Responsive Call Center has over 40 years of experience managing business phone calls. Discover what our decades of experience can do for your business!

Testimonials:

“Responsive Call Center has provided Gator Country Club since 2003 with excellent & professional service handling after hour calls. Should you be considering them for your company we can highly recommend their services.”

B.K. Cole Assistant Manager

“It is so nice having you answer our phones. We are so pleased that with you we want you to go from answering just after-hours to now answering our calls twenty-four hours a day. In this case you will serve not as our answering service but as an extension of our organization. We are sending you the FAQs now. Thank you for everything you do!”

Dori Kennedy Park City Vacation Properties

Top Tips to Calm an Angry Customer Over the Phone

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Travel Call Center & Answering Service

Call management, appointment scheduling, message taking, and beyond..

Unicom provides professional answering services for travel agencies of all sizes. Our virtual receptionists ensure the highest level of customer care for businesses operating in the tourism industry. Whether you own hotels, have a travel business, or are an individual travel agent, you can rely on our virtual receptionist service for an exceptional customer experience.

Steadfast support for prospects and clients with Unicom's 24-hour travel answering service

Travel can be overwhelming, so our elite team of professionals will always greet your callers with a friendly and solutions for their needs. Our knowledgable team can assist your travelers with questions, requests, scheduling appointments, emergency issues and much more.

Our intense training is the secret to our success. Our agents learn your process, so your travelers never feel a difference.

Common agent tasks include:

• Message Taking

Call Filtering

• Appointment Scheduling/Confirmation
• Emergency Dispatch
• Routine Response Handling
• Call Overflow
• Maintenance Requests

The Absolute Best in Customer Service

Our solutions are designed to be flexible to echo the needs of various leisure & travel businesses. Whether it's call overflow, after-hours support, or 24-hour coverage, we work together with hospitality businesses to ensure a seamless process for their clients.

Not all phone calls are of equal value. Our agents can take on low-value calls to allow your team to focus on the highest value activities and provide exceptional service.

After Hours Customer Support

Travelers need 24/7 assistance. 9-5 business hours never suffice. However, this doesn't mean you need to increase costs with in-office employees. We provide a cost-effective virtual receptionist solution to ensure your phone answering service is always available. Whether it's within business hours or not, your travel business will be known for providing exceptional caller service!

Call Overflow Management

Calls increase before public holidays and vacation months, and your customer service team can find itself overwhelmed. However, this is the moment when your answering service agents should perform at their best and provide excellent customer service. The way your business handles call overflow matters! We can provide services during peak times and ensure you deliver exceptional customer service.

24-hour Customer Support

We can provide coverage around the clock! Our team is trained to offer 24-hour call answering services tailored to your needs. After-hours service is essential for businesses that provide travel-related services. When you work with Unicom, you can rest assured you receive the best hospitality answering service and deliver an impeccable client experience.

Benefits of Our Real Estate Answering Service

• All of our agents work onsite in our Chicago call center. We don't outsource any calls to third parties.
• We're open every day, all day. Weekdays, weekends, holidays, 24 hours a day, we're always in business.
• We keep our pricing simple, only pay for agent talk time. There are no hidden fees.
• At all times, members of our management team are onsite to assist agents and be available for escalations.
• Only qualified agents trained on your processes will be able to answer your calls.

Create Accountability Among Your Team

Response time, call result, how it works.

Unicom leverages 30 years of call center knowledge to deliver a positive customer experience. We have vast experience working with businesses in the hospitality industry and have delivered reliable hospitality answering services for travel businesses looking to keep their current clients happy and improve client retention.

High-quality customer service requires each step of your process to be analyzed and documented. Our highly competent staff works with you to clarify requirements and ensure your processes are optimized to deliver the best service for travel businesses and other businesses in the hospitality industry.

Custom Solutions

Each organization has its own unique processes. From custom workflows to API integrations, our call center developers are ready to assist in implementing customizable options. Please ask for more details about implementing a customer solution.

Before our receptionists receive the first phone call, we develop a personalized training program for your processes and software applications and provide them with custom call scripts as per your requirements. Only agents who have been trained on your processes and applications will answer your calls.

Once we begin to receive calls, service desk managers review calls daily to ensure your processes are adhered to, and Unicom’s high standard of service is met. You will receive regular reports to monitor the success of your travel business.

Essential Guide to Answering Service Pricing

What is an Answering Service?

9 Tips to Hiring the Best Answering Service

We can use your travel agency's software.

We train our agents to utilize your software to create a smooth and reliable integration with your travel agency processes.

Our agents are trained on popular travel management software applications, including ResVoyage, Rezdy, TrekkSoft, Avochato, PHPTravels, TravelPerk, Hero, BizAway, TourWriter, Toogo, etc.

Do not see your software?

No worries, we can train our agents to use the application of your choice., frequently asked questions.

Get answers to the most popular questions related to travel answering services.

Try Us. Handle more calls and get more done with a trusted live answering service for travel businesses.

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What we know about the container ship that crashed into the Baltimore bridge

• The ship that crashed into the Francis Scott Key Bridge on Tuesday was the Singapore-flagged Dali.
• The container ship had been chartered by Maersk, the Danish shipping company. 
• Two people were recovered from the water but six remain missing, authorities said.

A container ship crashed into a major bridge in Baltimore early Tuesday, causing its collapse into the Patapsco River.

A livestream showed vehicles traveling on the Francis Scott Key Bridge just moments before the impact at 1:28 a.m. ET.

Baltimore first responders called the situation a "developing mass casualty event" and a "dire emergency," per The Associated Press.

James Wallace, chief of the Baltimore Fire Department, said in a press conference that two people had been recovered from the water.

One was uninjured, but the other was transported to a local trauma center in a "very serious condition."

Wallace said up to 20 people were thought to have fallen into the river and some six people were still missing.

Richard Worley, Baltimore's police chief, said there was "no indication" the collision was purposeful or an act of terrorism.

Wes Moore, the governor of Maryland, declared a state of emergency around 6 a.m. ET. He said his office was in close communication with Pete Buttigieg, the transportation secretary.

"We are working with an interagency team to quickly deploy federal resources from the Biden Administration," Moore added.

Understanding why the bridge collapsed could have implications for safety, in both the shipping and civil engineering sectors.

The container ship is the Singapore-flagged Dali, which is about 984 feet long, and 157 feet wide, per a listing on VesselFinder.

An unclassified Cybersecurity and Infrastructure Security Agency report said that the ship "lost propulsion" as it was leaving port, ABC News reported.

The crew notified officials that they had lost control and warned of a possible collision, the report said, per the outlet.

The Dali's owner is listed as Grace Ocean, a Singapore-based firm, and its manager is listed as Synergy Marine, which is also headquartered in Singapore.

Shipping news outlet TradeWinds reported that Grace Ocean confirmed the Dali was involved in the collapse, but is still determining what caused the crash.

Related stories

Staff for Grace Ocean declined to comment on the collision when contacted by Business Insider.

"All crew members, including the two pilots have been accounted for and there are no reports of any injuries. There has also been no pollution," Synergy Marine said in a statement.

The company did not respond to a request for further comment from BI.

'Horrified'

Maersk chartered the Dali, with a schedule for the ship on its website.

"We are horrified by what has happened in Baltimore, and our thoughts are with all of those affected," the Danish shipping company said in a statement.

Maersk added: "We are closely following the investigations conducted by authorities and Synergy, and we will do our utmost to keep our customers informed."

Per ship tracking data, the Dali left Baltimore on its way to Colombo, the capital of Sri Lanka, at around 1 a.m., about half an hour before the crash.

The Port of Baltimore is thought to be the largest in the US for roll-on/roll-off ships carrying trucks and trailers.

Barbara Rossi, associate professor of engineering science at the University of Oxford, told BI the force of the impact on one of the bridge's supporting structures "must have been immense" to lead to the collapse.

Dr Salvatore Mercogliano, a shipping analyst and maritime historian at Campbell University, told BI: "It appears Dali left the channel while outbound. She would have been under the control of the ship's master with a Chesapeake Bay pilot onboard to advise the master.

"The deviation out of the channel is probably due to a mechanical issue as the ship had just departed the port, but you cannot rule out human error as that was the cause of the Ever Forward in 2022 just outside of Baltimore."

He was referring to the incident two years ago when the container ship became grounded for a month in Chesapeake Bay after loading up cargo at the Port of Baltimore.

The US Coast Guard found the incident was caused by pilot error, cellphone use, and "inadequate bridge resource management."

Claudia Norrgren, from the maritime research firm Veson Nautical, told BI: "The industry bodies who are here to protect against incidents like this, such as the vessel's flag state, classification society, and regulatory bodies, will step in and conduct a formal investigation into the incident. Until then, it'll be very hard for anyone to truly know what happened on board."

This may not have been the first time the Dali hit a structure.

In 2016, maritime blogs such as Shipwreck Log and ship-tracking site VesselFinder posted videos of what appears to be the stern of the same, blue-hulled container vessel scraping against a quay in Antwerp.

A representative for the Port of Antwerp told BI the Dali did collide with a quay there eight years ago but couldn't "give any information about the cause of the accident."

The Dali is listed as being built in 2015 by Hyundai Heavy Industries in South Korea.

Watch: The shipwreck at the center of a battle between China and the Philippines

• Main content

Advertisement

How the Key Bridge Collapsed in Baltimore: Maps and Photos

By Weiyi Cai ,  Agnes Chang ,  Lauren Leatherby ,  Lazaro Gamio ,  Leanne Abraham and Scott Reinhard

On Tuesday, a major bridge in Baltimore collapsed into the water seconds after it was struck by a cargo ship, sending vehicles on the bridge into the river below. The ship lost power and issued a mayday call shortly before it hit the bridge.

The ship, a 948-foot-long cargo vessel called Dali, was about a half hour into its journey toward Colombo, Sri Lanka, when it hit a main pillar of the bridge. All crew members are safe, according to the ship’s owners.

Follow our live coverage .

A mayday call from the ship gave officials enough time to stop traffic at both ends of the bridge. The waters where the bridge collapsed are about 50 feet deep. By Tuesday morning, six construction workers who had been fixing potholes on the bridge remained missing as divers and other emergency workers on boats and helicopters continued to search for them. Two others had been rescued, and one was in the hospital.

Francis Scott

Patapsco River

The ship left the Port

of Baltimore around

1 a.m. on Tuesday.

Where impact occurred

Direction of the ship

The ship hit the

bridge at 1:28 a.m.

The ship hit the bridge at 1:28 a.m.

Where impact

Source: Spire Global

The New York Times; satellite image by Google Earth

The lights of the ship flickered on and off as it lost power in the minutes before the ship changed bearing and hit the bridge.

Ship approached from

the Port of Baltimore

Road repair crews

Ship changed heading

as it neared pillar

Ship hit pillar

Southern and central spans

of bridge began to collapse within

seconds of impact

Northern span began to

collapse seconds later

Within 30 seconds of impact,

the central part of bridge had

entirely collapsed.

Source: StreamTime Live via YouTube

Timestamps are from StreamTime Live video.

The New York Times

The Francis Scott Key Bridge was opened in 1977 and carried more than 12.4 million vehicles last year. The bridge was one of the three major ways to cross the Patapsco River and formed part of Baltimore’s beltway.

The Port of Baltimore is a major trade hub that handled a record amount of foreign cargo last year. It is an especially important destination — the nation’s largest by volume last year — for deliveries of cars and light trucks.

Ship impact

To Chesapeake Bay

Sources: Maryland Port Administration, OpenStreetMap, MarineTraffic

Note: Ship positions are as of 2:46 p.m. Eastern time.

Overall, Baltimore was the 17th biggest port in the United States in 2021, ranked by total tons, according to the Bureau of Transportation Statistics. The bridge collapse brought marine traffic there to a standstill, with seven cargo or tanker ships stranded in the harbor as of Tuesday afternoon.

Gov. Wes Moore declared a state of emergency for Maryland and said that his office was in close communication with Pete Buttigieg, the U.S. transportation secretary. The White House issued a statement saying that President Biden had been briefed on the collapse.

Erin Schaff/The New York Times

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