Call Center Management Featured Article
North American Travel Agencies Can Improve Service Delivery Thanks to CCRA
Travel agencies based in North America will soon enjoy greater access to key information and after-hours service. CCRA Call Center Solutions, a CCRA Travel Solutions company, has made significant enhancements to its after-hours call service by investing in new technology to maintain its competitive edge. At the same time, travel agencies will have access to additional tools to improve call center management and client satisfaction.
CCRA announced that it intends to continue to offer North American travel agencies the most cost-effective, efficient after-hours services in the industry. Upgrades to the technology in the call center include new dedicated data security and credit card compliance upgrades; increased Internet bandwidth to ensure the proper handling of greater call volume while still delivering on quality expectations; and the implementation of the latest version of its automated call distribution system software to ensure improved call management and optimal Interactive Voice Response (IVR).
Call center management will enjoy upgrades to the agent tools that enable more efficient call handling and an improved experience for the client. The new CRM tool enables improved account management and communications. Reporting capabilities provide travel agencies greater transparency on every call.
“At the core of CCRA is our strong and ongoing commitment to improve our client relationships, increase our travel agency offerings and remain at the forefront of travel technology innovation,” said Dic Marxen, President and CEO of CCRA Travel Solutions, in the press release. “We are incredibly proud to represent the largest and most respected after-hours call center in the U.S., and we will continue to invest in our call center technology so that we offer the best value and highest quality agency services in the industry.”
Jerry Paquette, CCRA’s Head of Call Center Solutions Operations, noted that the company has been assisting travel agencies for more than 35 years, providing after-hours and overflow call services. Regular technology advancements, together with a highly trained call center staff, ensure travel agencies have the confidence necessary that their clients are receiving around the cloud service that is dependable, accurate and of the highest quality.
Quality interactions have been a primary focus for Monet Software for years. The call center management solutions provider digs into the heart of the industry to understand current challenges and opportunities for the development of new innovations to support those on the frontline in customer care. Monet Software solutions are designed to address key challenges that exist today to enable a more efficient call center environment; one that positively impacts the bottom line.
Edited by Ashley Caputo