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TRAVEL & LEISURE AIRLINES

Airlines are faced with rising operating costs, increased taxes, regulations and changes in consumer behavior. Competition is aggressive and pricing is more transparent than ever, but ancillary fees continue to represent new opportunities for revenue. EXL helps companies look deeper at what their data is telling them to drive efficiencies and to improve outcomes in sales, marketing, finance, contact centers, operations and revenue management. EXL supports competitiveness by improving traveler-centric offers, controlling corporate agreements, minimizing channel incentive payouts and optimizing operations. EXL analytics can predict business travel trends months in advance, enabling airlines to take advantage of them. By redesigning back-end incentive programs, airlines can analyze corporate account and travel management company payouts by proposing and migrating to a new incentive-based program.

SOLUTIONS INCLUDE

CONTACT CENTER

  • Next generation customer experience improvement approach through Mobile Apps, Smartphone Integration, social media listening and analytics
  • Proactive queue management strategies
  • Comprehensive segment-based call experience parameters
  • First call resolution to reduce customer call repeat
  • Right channeling: move from high cost channels to automated and low cost channels like chat, mobile app, email

ANALYTICS

  • Call volumes reduction: Data driven analytics to understand ‘why calls originate’ and reduce ‘triggers to call’
  • Sig sigma projects to ‘streamline’ operations
  • Speech Analytics to enhance agent effectiveness and better understand customer sentiment
  • Customer Analytics to suggest right offerings based on demographics, past purchase history and other details
  • Promotions and sales offers through mobile channels

OPERATIONS MANAGEMENT & OTHER SERVICES

  • Operations performance and management tools
  • Operations and revenue management
  • Finance and accounting
  • Loyalty program support

READY TO LOOK DEEPER?

CONTACT OUR TRAVEL & LEISURE LEADERSHIP TEAM.

Contact

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Address
280 Park Avenue, 38th Floor
New York, NY 10017

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