CCRA Offers Client/Agent New Call Center Services
April 11, 2013
By Daniel Brecht, Contributing Writer
The CCRA Call Center Solutions team, a 24/7 global emergency travel assistance provider, operates as a trusted agency in providing after-hours and overflow call services on behalf of travel agencies in both the U.S. and Canada. The team is a division of CCRA Travel Solutions, which allows travel agencies to provide daily 24-hour, 7-days-a-week, call-center service for travelers' after-hours needs.
The service comes with a monthly membership fee and charges on a per-transaction basis for the calls clients make and the tickets CCRA processes. It’s a fair price to pay to run a 24/7 travel business plus have an experienced team of agents able to assist clients regardless of the hour.
CCRA Call Center provides a professional staff to answer calls on a travel agency's behalf; it will answer all calls with the agency’s name as a representative for that agency, and will provide travelers dependable, real-time services no matter the reason. CCRA is also able to deliver recordings and reports of every call made, so the travel agency knows who they served.
CCRA Call Center Solutions has invested in the best technology for its call center infrastructure to assure an edge in the emergency call center market. CCRA utilizes a secure, retrievable data storage system to record calls and thus protect the confidential information of the agency and clients. It recently invested in new tools and increased its bandwidth to improve the client experience and handle more traffic volume. CCRA also upgraded to the latest version of automated call distribution system software to better manage onsite operations and provide ongoing monitoring capabilities (with its CallTrak Online Agency Monitoring Service) while catering to travelers or callers.
To better serve travel agencies’ client’s needs, CCRA now offers new and improved client-agent call center services. There is a dedicated VIP desk with an agent to deliver the highest level of services for every client who calls; it has a ROAM (Reservation Center Online Agency Monitoring) service that supplies online emergency ticketing solutions to travel agencies; and it uses a state-of-the-art digital voice recording system to log all calls to ensure client satisfaction. The call center is also prepared to facilitate electronic and paper tickets when necessary, is able to provide global toll-free coverage for clients (with customized call answering services), delivers itineraries as needed and takes care of those needing itineraries changed as well.
According to Jerry Paquette, head of CCRA’s Call Center Solutions Operations, the center’s team remains dedicated to serving any travel agency client’s needs, and is committed to using the necessary tools to improve its call management and client experiences. Dic Marxen, president and CEO of CCRA Travel Solutions, said its Client Relationship Management (CRM) technology tools which will not only enhance client relationships for the travel agencies they assist, but will keep themselves at the forefront of travel technology innovation.
To learn more about CCRA 24/7 Call Center Solutions' Services, visit CCRA.com.Edited by Rory J. Thompson