Call centres play a crucial role in client interaction by providing support for bookings,
itinerary planning, and problem solving. A wide range of duties are performed by agents, such as
helping with reservations for accommodation, flights, and vehicle rentals; offering first-rate
customer assistance; and responding to questions concerning locations and facilities. This industry's
call centres frequently use multichannel assistance, which includes social media, emails, live chat,
and phone calls.
Utilize customer history and booking experiences to formulate packages tailored to specific personas. Implement individualized cross-selling and up-selling strategies with a comprehensive 360-degree customer view.
Customers require a comprehensive overview of their journey before making bookings. Agents can now proactively interact with customers and handle data using iMedia's Omnichannel Software. Distribute SMS, timely notifications, and enticing promotions to customers for their preferred destinations.
Advanced reports can be utilized and analyzed across channels. The conversion rate can be improved by enhancing agents' performance through rapid monitoring.
Intelligent Routing guarantees that inbound inquiries are directed to the most suitable resource based on availability. Calls are routed to agents based on CRM data and IVR selections for optimal outcomes.