Every day, millions of people around the globe embark on journeys or, at the very least, plan them. All of them entrust their safety and comfort to airlines, bus operators, and railway companies. In a world where each flight or transport service can serve as a point of contact with millions of passengers and customers, high-quality customer service is not a luxury but a necessity. An effective contact center becomes the heart of communication, ensuring instant support, resolving complex situations, and fostering trust in the business.
In this article, we will explore how outsourcing a contact center can revolutionize operations for companies in the transport industry, the challenges outsourcing contact centers addresses for aviation and transportation, and why Global Bilgi is your ideal partner for customer service.
Features of Customer Service in the Transport Industry
Focus on Customer Experience
Customer experience is a key factor in building trust in a transportation brand. Passengers expect not only accurate information but also positive emotional interactions. An agent must simplify the resolution of any issue—from changing bookings to locating lost luggage—ensuring the customer feels valued. For example, the multichannel capabilities of contact centers allow passengers to reach out using their preferred method, significantly increasing satisfaction with the service.
The Need for Multilingual 24/7 Support
In the transport industry, which serves customers from various countries, multilingual support is a necessity, not a luxury. Passengers expect prompt assistance regardless of the time of day or their native language. Contact centers that operate around the clock and in multiple languages provide seamless support, whether it’s for changing flights or addressing emergencies.
Hyper-Personalized Service
Modern contact centers for aviation and transport companies can leverage hyper-personalization, tailoring services to individual customer needs. Through analytics and CRM integration, agents gain access to the customer’s history, preferences, and can offer solutions aligned with the specific situation. For instance, a passenger who misses a flight can be assisted with a transfer or offered car rental services directly at the terminal.
Focus on Customer Lifetime Value
A customer in the transport sector represents more than just a one-time interaction. High-quality service lays the groundwork for long-term relationships, increasing the lifetime value of the customer to the company. Retaining a loyal customer is more cost-effective than acquiring a new one, and a professional contact center contributes by resolving conflicts quickly, offering personalized recommendations, and maintaining consistent feedback. This not only boosts profits but also strengthens the brand’s reputation.
Benefits of Outsourcing a Contact Center for Airlines and Transport Services
Firstly, outsourcing a contact center for airlines and transportation companies significantly reduces operational costs. Businesses can avoid expenses associated with hiring, training staff, setting up infrastructure, and implementing technologies by entrusting these tasks to professionals.
Secondly, outsourcing ensures a high level of customer service. Professional contact centers employ experienced agents and utilize modern technologies to deliver impeccable service, positively influencing the brand reputation of transportation providers.
Another advantage of outsourcing is the ability to scale services according to seasonal demands. The aviation, bus, and railway transportation industries experience well-defined seasonality. Outsourcing partners are equipped to quickly adapt the volume of support to meet fluctuating demand, such as during holidays or vacation periods.
Lastly, outsourced contact centers provide multichannel and 24/7 support. This enables airlines and transport companies to remain accessible to customers at any time and through any preferred communication channel, enhancing customer loyalty.
Why Should You Choose Global Bilgi as Your Outsourcing Partner for Airlines and Ground Transportation Providers?
Global Bilgi is a leading provider of contact center outsourcing services in Ukraine. With a transparent structure and European investments, the company is part of the international DVL Telecom Group. Since 2008, we have partnered with top Ukrainian and global brands, including airlines, travel agencies, and transport operators.
In 2018, our work was recognized by Turkish Airlines, which praised one of our contact centers for achieving the lowest Call Transfer Rate (CTR). This is a testament to the precision and reliability of our operations, where every agent is a crucial link, and our call distribution system ensures efficient resolution of customer inquiries.
Comprehensive Contact Center Services for Aviation and Transportation
Global Bilgi provides a full suite of contact center solutions tailored to the needs of airlines and transportation companies. Extensive range of services including:
- ticket booking
- flight rescheduling
- information support
- issue resolution
- baggage management
- customer surveys
- additional service sales
- loyalty support
- technical assistance
- complaint handling
- relationship management
- data analytics
- service quality monitoring.
Transparency and Partnership Approach
Global Bilgi builds relationships founded on transparency, long-term partnership goals, and achieving clients’ KPIs. Regular reporting and analytics ensure quality control, and the company takes a flexible approach to outsourcing business processes, adapting to the client’s needs. Global Bilgi focuses on innovation to enhance customer satisfaction.
Business Growth with Global Bilgi
By reducing operational workloads, we help partners focus on strategic objectives. Clients of Global Bilgi’s outsourcing services gain greater opportunities for scaling their business and increasing customer loyalty, as every interaction becomes a superior customer experience.
Conclusions
Outsourcing contact center operations for airlines and transportation providers is a smart decision that optimizes costs, delivers high-quality customer service, and handles heavy workloads. This strategy allows businesses to focus on core processes while ensuring passengers receive prompt, professional support at any time.
Why Choose Global Bilgi?
By choosing Global Bilgi, you partner with a provider offering a wide range of services, including call center outsourcing, online chat support, back-office outsourcing, technical support, social media assistance, CRM database management, and more. We guarantee European-quality standards, operational flexibility, and a commitment to your success.
For pricing or consultation on contact center outsourcing, fill out the feedback form on our website. A specialist will contact you at a convenient time to provide a tailored solution for your business.
