Working Through Decline: BPO and the Changing Shape of the Travel Industry
by: NeonX
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Word Count: 425
In recent times it is becoming increasingly more clear that the 'Golden Age' of budget travel is gradually reaching its final stages. PriceWaterhouseCooper have already predicted 'the demise of budget travel' with the continuing nadir of Ireland's most well-known provider, the rate of companies following suit has been predicted , with varying degrees of accuracy, as a constant for the next two years. The International Air Transport Association has also estimated an estimated $11-billion loss on collected travel and freight industries for 2009. Coupled with increased airport taxes, travel companies are under increasing pressure to stay afloat and ride the current slump.
The need for cost-effective strategy and smart management continues to elude many travel businesses. Still, there are several intelligent initiatives to choose from in advancing to meet head on the changing demands of the market. Business Process Outsourcing vendors have become incredibly efficient and valuabe as a service within the travel industry, having reached a maturity far beyond the initial administrative formerly associated with the solution.
The services being offered are leading to complete service model re-invigoration, shouldering and development of customer services and customer recapture initiatives. The highly-competent and active conduct of many travel BPO vendors has led to the Black Book BPO Travel Industry noting a massive increase in 2009.
One of Britain's major travel companies are expressing incredibly positive results from a BPO initiative begun in March this year. The partnership between bmibaby and their BPO provider Vertex has helped to affect a turnaround in customer service and administrative processes which have helped to secure the airline a 9.1 client satisfaction rating and significantly boost conversion ratios. The BPO provider will handle around 30,000 sales calls per month, along with booking alterations and internet queries, and will run for three years.
"Vertex has a great customer service team who are extremely efficient and dedicated," said Julian Carr, bmibaby's Commercial Director, "Our customers expect high standards from bmibaby and we are certain that Vertex will continue to meet customer expectations and offer an excellent service."
With the resultant confidence in BPO solutions, airlines such as bmibaby are using the freeing-up of core personnel in order to concentrate on key business strategy and to remain supple and receptive to market change.
The furthering of online investment in this area (averaged at around +7%) in 2010 points directly to the increasing applicability of end-to-end BPO solutions in the travel industry, and, in order to escape the slump, many companies will no doubt be more than happy to opt for a comprehensive and cost-effective solution to optimizing their business processes.
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For more information on BPO services check out the Vertex website.
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