Interactive Voice Response (IVR) for the Travel and Tourism Industry

IVR for Business

Most businesses are using automated systems to increase efficiency and reduce the amount of time spent on simple, mundane, and repetitive tasks. Interactive voice response is one such tool that answers incoming calls and helps callers before an agent or employee is required. It uses pre-recorded messages and rules to distribute or forward calls or assist callers in completing certain set actions.

Generally, when a call comes in, the IVR will answer and greet the caller. It will then present them with a series of menu options. Based on caller input — that is, how callers respond to the menu — the system will move to the next step. This could be redirecting the caller to the needed department or presenting more menu options. Furthermore, the system can also perform simple tasks such as scheduling appointments or getting company information, etc. Having the system help callers this way frees up agents and employees to deal with more complex issues.

Travel and Tourism Companies that Can Use IVR

Any travel and tourism agency that is looking to establish themselves as a professional business and that wants to improve caller experience can use an IVR system to do so. Some of these services include: ivr for travel agencies - hotel

Travel agents and agencies
Online travel agencies (OTAs)
Tourism companies: guides and tours
Hotels, timeshares, resorts
Transport services: air, road, rail, water services
Ecotourism-focused business
Educational tourism services
Medical tourism
Business travel services
Cruises
Tourist information
Nature, recreational, and theme parks

With such an automated system, callers can get the assistance they need quickly without having to be on hold for long periods to talk to an agent.

Consider IVR for Your Travel or Tourism Business

IVR is mostly used to handle inbound calls efficiently and increase first call resolution rates — that is, callers’ issues are resolved on the first call itself. With this service, you can quickly redirect calls depending on language or location preferences. Furthermore, the system also identifies what department is needed and directs the call to the appropriate agent instead of having the call bounced around. Some ways your company can use an IVR system include:

Greeting callers
Providing basic company information
Providing information in different languages
Redirecting calls based on location
Transferring calls to the right department
Highlighting new promotions
Helping callers when agents are busy
Processing payments and renewals
Registering complaints
Collecting feedback
Providing after-hours customer service.

Most virtual phone service providers, like Global Call Forwarding, will offer you a customizable system. Here you can design the system as you want to better serve your customers. The purpose of such a system is to vastly improve how callers interact with your business and increase customer satisfaction rates.

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