How to make good use of call Center in online travel

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Call center, also called Customer Service center in China. China's call center first from China Telecom, China Mobile began. With the rapid development of technology, call center is with some of the latest technology integration, such as: IP, WAP, ASR, DW and so on. The introduction of Internet network has made a revolutionary change in call center, it is not simply to provide the Internet information to the call center, but the call center and the Internet integration as a whole. Users can enter the call center directly from the Web site and use the Click button to achieve a call. Of course, remote calls can be made using IP telephony or text interactions such as whiteboard functions. In this way, all the functions on the Internet can be integrated into one common use, such as e-mail, ip fax, IP telephony.

High-tech "Joining" will make the future call center in the performance, structure and application of several aspects of the qualitative leap, it can well meet the current requirements of e-commerce, thus becoming the subject, platform, core and soul of future E-commerce.

Mention call center, not to the point to China's online tourism. As a new travel service industry which has sprung up in recent years, it provides booking service for travel guests, such as hotels and air tickets through internet and telephone system. On the one hand, these booking service enterprises for the hotel to bring customers, and gradually become a hotel distribution of an important channel; On the other hand, it also provides great convenience for the guests who need to stay on the trip.

From the current domestic some of the hotel online booking business travel site, call center should be the most expensive department. This sets a funding threshold for travel online bookings. The call center is the starting point of the product and scale of Ctrip service. At present, another large-scale domestic tourism trading platform with the network (www.17u.com), is also steadily starting their call center program.

For some of the long-term travel booking enterprises, the call center of the high investment and lack of human resources has been the reason for the slow growth of enterprises. Enterprises can quickly integrate good supplier resources, can also through publicity to achieve market awareness of the promotion, such as the same travel network such a large online travel booking site, call center role is indispensable, but precisely in the call center this link, so many online tourism enterprises slow down the pace of development. Not only is the development of new Products limited, but also in the old product conversion rate has not been greatly improved.

As far as the current market environment appears, the direct marketing of tourism products through the network has a certain degree of difficulty. It is not only the question of trust, but also the increasing demand of tourist products. They are often no longer satisfied with the mature tourism products, but hope that travel agencies can provide more services. Therefore, from the online information collection to the final confirmation, the role of the call center is very obvious. But the high cost and insufficient management ability are the main reasons why most tourism enterprises cannot build call centers themselves. Are there any good solutions to this situation?

Call center outsourcing is a good idea.

The first is the problem of service quality of the call center. We know that tourism is a relatively professional service-oriented industry, in the face of tourist consultation, the consultants must be familiar with including scenic spots, vehicles, accommodation, tour guides, ticketing and so on all aspects of the tourism links. At the same time, in accordance with the needs of tourists, to carry out a number of product content adjustment, such as Price, line, hotel stars and dining standards and so on. In addition, there should be a complete flow of results from the final confirmation of the answer. If the most likely to increase the turnover rate is the travel agency enterprises in the use of outsourced services to consider.

Second, the payment form of the outsourcing cost. From the point of view of the travel agency, the easiest way to accept it is commission-that is, pay a certain fee to the outsourcing service provider after the transaction. But it's not reassuring to stand in the opposite direction. After all, telephone confirmation is not a product purchase confirmation, how to make both sides determine the final amount of the transaction? So most outsourcing providers are more willing to pay by phone volume. In this respect, it is necessary to explore how to reach a way that is acceptable to all.

But there is no doubt that once the outsourcing model matures, then for small and medium-sized travel agencies, online marketing is very feasible. Greatly reduced the cost of human and financial resources. They can concentrate on product planning and development. It will be a good thing for both tourists and travel agencies.

In any case, the call center will rapidly develop in the future, become an online tourism enterprise customer Relationship Management System (CRM), Management Information System (MIS) and other important components, only the High-tech and customer demand, enterprise operation and management organically combined to build a truly advanced and practical system. For the enterprise operation and management to provide a powerful tool to provide customers with better services for the enterprise to create greater value. To bring China's online tourism market to a new level.