Call Centres Opportunities and Risks

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Call Centres - Opportunities and Risks

• Willie Hui
• Director of Account Management, China
• Carlson Wagonlit Travel

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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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What can we expect from a Call Centre?
3Cs Cost Reduction, Consistency, Control
Focus On Saving Deliver Excellent Service
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What can we expect from a Call Centre?
3Cs Cost Reduction, Consistency, Control

• Maximization of agents productivity
• Centralized service reduce total operating cost
  
• Streamline communication greater time savings
  
• Reduce overall training cost for servicing
  agents
• Reduce account management cost
• Advanced technology and automation reduce
  process
• time and cost

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What can we expect from a Call Centre?
3Cs Cost Reduction, Consistency, Control

• Consistent high standard of service level
• Dedicated team to service all China locations
• Standardize booking and approval procedure
• Standardize ticketing and refund process
• Common traveller documents (e.g. traveller
  profile,
• booking form, itinerary etc.)
• Consolidated MI reporting format
• More effective contingency plan

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What can we expect from a Call Centre?
3Cs Cost Reduction, Consistency, Control

• Strict travel policy adherence at point of
  sales
• Centralized communication ensure new policy and
  
• travel alerts are well cascaded
• Directional selling to preferred suppliers
• Implement national standard and avoid local
  practice
• Incident management and traveller tracking

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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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Client Travel Manager
Client Location
Client Location
Client Location
Client Location
Travel Enquiry Booking
National Call Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
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Client Travel Manager
Client Location
Client Location
Client Location
Client Location
Booking Confirmation
National Call Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
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Client Travel Manager
Client Location
Client Location
Client Location
Client Location
Ticket Issuance Delivery
National Call Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
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Client Travel Manager
Client Location
Client Location
Client Location
Client Location
Travel Policy Security Alert
National Call Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
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Client Travel Manager
Client Location
Client Location
Client Location
Client Location
Travel Data Consolidation
National Call Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
Local Fulfillment Centre
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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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Advantages and Opportunities

• Advantages of the 3Cs
• Ability to cope with business growth in new
  locations
• One stop shop to provide all travel related
  service
• After hours 24x7 national/global emergency
  support
• Facilitate airlines nation-wide contract
• Encourage use of advanced technology to improve
  
• efficiency and productivity

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Advantages and Opportunities

• Prompt and efficient control in Travel
  Management
• Enhance safety security support traveller
  tracking
• Ensure the integrity of MI data capture on
  national basis
• Combined volume to better leverage with
  suppliers
• Opportunities to further lower the operating
  cost
• Introduction of an online booking tool
• Encourage the use of e-ticket
• Relocation to lower cost city

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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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Challenges and Risks

• Language barrier? Bi-lingual, different
  Chinese dialects
• Different business environment cultural
  practice
• GDS environment
• Limitation of infrastructure and technology
  development
• Telecommunication Toll Free no. not work with
  mobile phone
• Capabilities of network partners BSP
  ticketing?
• Support of emergency service in partner
  locations

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Challenges and Risks

• Competitive local pricing and over-personalize
  service
• Billing and payment arrangement Use of credit
  card?
• Airline e-ticketing not available at every
  airport
• Local resistance due to tighten travel
  authorization process
• Consolidation of market special fares in each
  location and
• update in central fare data base
• Client data base and traveller profiles update
• Transaction details and ticketed fare
  information in booking
• Team service vs dedicated agent

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Agenda

• What can we expect from a Call Centre?
• How does the Call Centre work?
• Advantages and Opportunities
• Challenges and Risks
• Do Call Centre work in your corporation?
• Open Discussion

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Do Call Centre work in your corporation?
Things to Consider

• Consolidated travel program
• Strict travel policy with high compliance level
• Travel policy is geared at every level towards
  maximizing
• cost reduction use of Best Buy fare
• Standardize and efficient travel approval
  process
• Central payment system
• Detailed Service Level Agreement
• Better service configuration for corporations
  with extensive
• business locations in China

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Open Discussion