In the travel industry, we know that anything can happen to NGO and corporate travelers. When an emergency situation occurs and your flight gets delayed or cancelled, you’re most likely to call your travel management company (TMC) that your organization uses. Now if a robotic voice comes up, things are going to go wrong for you. You’ll get mad, the problem won’t get resolved immediately, and a lot of time is taken away from you as well. So here’s the catch on why we don’t have a remote call center at EWA:
1. It doesn’t provide good customer service.
2. Everybody has a busy schedule and they want to stay on top of their schedules.
3. Call centers provide too many departments. You might not get connected to the right department/person and that causes you to wait even longer.
4. And most importantly…IT’S A WASTE OF TIME!
Having a call center environment could make things worse for our clients. It would take a lot of time away from them and problems wouldn’t get resolved in a timely fashion. Overall, respond times can be slow and nobody likes that. As a travel management company, we believe in providing a quick response time. A lot of things can happen when you travel and to help avoid you from getting stressed out or even angry, we answer our phones immediately so you can get on your way as fast as possible. Even during peak calling hours when a specific EWA travel counselor is requested and is not available to take the call, either that travel counselor will call you back immediately when available, or if urgent another available travel counselor will assist with the requests and needs from that client. As we stand by our creed, “Service is delivering what we promise and quality is doing it right the first time." And by providing a no remote call center environment, we can communicate with our clients faster and resolve their travel problems/needs instantly.
Director, Social Media Marketing, EWA Travel