The fast way how technology is changing the customer service can be easily explained with the new emerging terms such as uberization. The latter means different things for different people. It helps people, to get service on-demand through smartphones based on real-time data. The phenomenon has affected the travel and hospitality industry the same way it has affected taxi drivers.
Currently, the biggest hospitality network in the world is Airbnb, and it doesn’t own a single facility. Some people, suggest an uber solution even for air travel. Notwithstanding, what will happen in the future, all these trends are not what the travel and hospitality industry wants to read in the news headlines.
The travel and leisure industry is growing due to economic recovery, a growing middle class, especially in the Asian region, reduced risks in many other regions that results in abolished visa regimes. Thus more travel destinations become available. On their part, companies in the travel and hospitality sector, invest in new technologies and innovations that help them attract more customers through different channels.
Yet the industry is still facing various challenges. Uber and Airbnb have changed the customers’ habits and behaviors, while the sector still depends on online booking. In order to overcome challenges and competition, travel companies apply new business models. Yet, the biggest challenge is the modern traveler. The typical travel visits 30 – 160 websites when planning a trip, guides, hotels, Airbnb, airlines, review websites. What really matters to the people that you’re trying to attract? Think about the type of experience that you want to give to people.
Businesses worldwide try to create that business model based on a digital connection that guarantees improved customer satisfaction while keeping balanced costs. This is why big names in the travel industry decide to outsource. Their partners not only help to keep an excellent relationship with customers but also to enter new potential markets.
The travel industry is 24x7active, it doesn’t rest. Hence it needs 24×7 customer service in about six foreign languages. Big names in the air and hospitality sectors find it difficult to have all those skilled personnel in one place all the time. Outsourcing complements the sector with access to the skilled multilingual workforce in different time-zones.
The best market for expanding a BPO that runs travel and hospitality management operations would be a country with a multilingual and well-educated workforce like Albania. Big names in the BPO industry are currently operating in the country and they take great advantage of the skilled workforce.
Moreover, BPOs help to address a major problem related to online fraud. BPOs offer the resource to prevent online fraud. Various surveys confirm crazy amounts of money that airlines lose every year due to undetected fraud.
Fraud detection requires a long and time-consuming manual review system. BPOs take care of the entire process, while companies focus on their business outcomes.
BPOs operating in the travel and hospitality industry are experts in every link included in the process.