Title: Call Centres Opportunities and Risks
1Call Centres - Opportunities and Risks
- Willie Hui
- Director of Account Management, China
- Carlson Wagonlit Travel
2Agenda
- 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
3Agenda
- 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
4 What can we expect from a Call Centre?
3Cs Cost Reduction, Consistency, Control
Focus On Saving Deliver Excellent Service
5 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
6 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
7 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
8Agenda
- 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
9Client 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
10Client 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
11Client 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
12Client 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
13Client 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
14Agenda
- 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
15 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
16 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
17Agenda
- 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
18 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
19 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
20Agenda
- 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
21 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
22Open Discussion