Travel Agency Phone System Case Study
Current Situation:
Travel Agency that had outgrown their previous phone system.
They spent most of their day on the phone and spent a lot of time on hold with airlines, accommodation, car hire etc.
If agents were stuck on the phone incoming callers were being compromised.
Costs were also important because their monthly phone bill was very high.
They all answered calls and did not have a dedicated receptionist. They all took handwritten messages for each other.
After hours calls went to an answering machine which sounded awful. |
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The Brief:
To have a system that:
- Can deal with their unique call handling situation
- Staff Comfort
- Cut costs where possible
- Never miss a sales call
- Makes them sound more professional
- Easy Finance options
The Solution:
- Phone System – Alcatel Omni PCX
The Alcatel Omni PCX ticked all the boxes.
- A lot of time on hold and on the phone at the same time.
We actually installed 2 phones on each desk. As they spend up to an hour on hold this allowed staff to hear their progress whilst still dealing with clients on the other phone. Productivity jumped dramatically and staff weren’t as frustrated waiting on hold for long periods.
Here we installed the latest Plantronics CS 70 cordless headsets with additional noise canceling. This cut down background noise and the cordless headsets freed them up to move around and grab brochures etc whilst on a call. Read more..
- Staff taking hand written messages for each other.
We installed Voicemail so that customers now leave messages for their travel agent. They no longer have to take message for each other and this has saved time and money!
Here we installed an Auto Attendant acts as a backup for the everyone. Rather than staff having to stop a call to answer another, the Auto Attendant now answers after 6 rings and says “Thank you for calling ABC Travel Agents, your call is important and we will be with you in a moment”. This ensures they never miss calls, and it sounds incredibly professional.
- Answering machine after hours
The Auto Attendant now also professionally answers after hours. The system can even answer multiple calls at once and callers leave messages that a nominated staff member listens to every morning.
- Sounding more professional
Here we installed Professional Messages On Hold – this capped off the solution and made their business sound incredibly professional. They now tell callers about all the various destinations they deal with, travel insurance, FAQ and so on and clients don’t mind waiting anymore… Read more
Their phone call costs were spiralling as they made more calls to client’s mobile phones! To alleviate this pressure we provided the client with fantastic call rates that came with:
- No contracts.
- No flag falls
- No Minium charges
These rates slashed their existing bill by 37% and these savings more than paid for the rental of their system! Read more
Easy Payment Options
The client decided to rent their phone system for 3 reasons:
- To preserve their cash flow which is important in their business.
- Their monthly rental payments are tax deducible
- Renting offered them flexibility to add things in the future – more handsets etc. Read more
The staff love the two phone setup on their desks because it solves so many problems for them. The “Auto Attendant is a godsend” they said, and the headsets are “fantastic”. They can not only deal with more customers, but they also sound more professional. Needless to say the client is “over the moon”.
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This page contains information pertaining to:
Travel Agency Telephone System Case Study, Travel Agent Phone System Case Studies, Alcatel Omni PCX PBX Case Study, Alcatel Omni PCX PBX case study, Phone Systems for Travel Agents
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