Customer Service

BPM- Outsourcing Services

Strong customer service pays great dividends to any travel and hospitality player’s long-term stability and growth plans. A high quality customer service keeps the customer happy and in turn helps the organization grow its business. For travel and hospitality organizations, it has become imperative to offer personalized experience at every touchpoint of the traveler’s lifecycle to build strong and lasting relationships.

IGT provides innovative and customized customer service solutions, best-suited to cater to the needs of the ever dynamic traveller. By combining extensive knowledge of travel domain, a strong pool of travel and customer service experts with future-ready contact center technology, IGT offers multi-channel, multi-lingual customer experience management through its global delivery centers spanned across continents.

IGT Offerings

IGT provides multi-channel customer services across voice, email, chat and social media in over 20 international languages. Services for travel companies include:

  • Handling General Enquiries: IGT manages customer service operations for Airlines, Hotels and OTAs to help their customers with queries around bookings, cancellations, frequent flyer programs, mileage points, redemptions, check-ins, flight details and many more.
  • Customer Experience Management: IGT offers personalized services to help travelers with their travel itineraries, claims processing, stay extensions and refunds among others.
  • Analytics: IGT provides a host of analytical tools to monitor customer interactions across all communication channels to help its clients with business level insights for increasing customer satisfaction and lowering operational costs.
  • Language Capability: IGT’s global footprint offers superior customer service in more than 20 languages across various geographies.

Business Value

Enhanced Customer Satisfaction

60% D-Sat reduction for the world’s largest airline

Robust Multi-lingual Support

Support in 20+ international languages across various channels such as voice, chat, email, social media and others

Integrated CRM Solutions

Proven capabilities in the deployment and leverage of airline CRMs

Diverse Technical Expertise

Experience in 72+ travel applications, from GDSs (Galileo, Amadeus, Sabre) to proprietary technology systems such as airlines PSS and EDS shares

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