Travel24 is focused on building and keeping strong client relationships by using transparent communication, collaboration and service excellence. We use strategic and personalized goals for every single client in our Dedicated Model, goals that are focused on customers at an individual level. Agreeing on strategies with our clients is very important. This way we can reach high quality levels that are maintained and optimized through continual collaboration.
Travel24 builds your account on a strong foundation by regularly measuring and reporting its operations, in order to illustrate the levels of the quality performance. The Operations Manager builds a partnership with every client by doing updates and optimizing opportunities in a fast and effective way.
Before activating your account, you will be assigned to the Operations Manager, who is specialized in project management. He / She will ensure the successful launch of your program by coordinating all the key stakeholders (from Operations to IT and Workforce Management), so that tasks are completed in a timely manner. The Operations Manager works closely with your designated Service Delivery Person, who will act as a Key Account Manager for as long as your account is active.
During the implementation of your new account and after it is activated, you will have a designated Service Delivery Manager as your contact for as long as the account will be active. He / She is responsible for the performance of your program and for providing leadership and accountability to the Team Leaders and call centre agents, in order to achieve the set goals. He / She is also responsible for meeting the performance objectives and standards, as well as for accurately communicating them to everyone involved.
The Service Delivery Manager is using computerized systems for reporting, tracking, researching information and troubleshooting in order to enhance quality and efficiency. He / She will also handle the unusual situations that may require adapting the response or doing extensive research in order to find a solution. Any specific inquiries can be directed to your Service Delivery Manager, as he / she is responsible for providing information and meeting KPIs according to your expectations.
Before and during the launch of your service, the Operations Manager will schedule meetings regarding the calibration and the account status. The purpose of these meetings is to solve any issue that might be related to the quality level of your account. Call / live chat / email projections, account changes and account issues are discussed during these meetings. There will be invited more team members including your project related managers and IT representatives involved with the setup, along with any other representatives of Travel24 and your company. Differing opinions will be discussed and quality assurance standards will be calibrated, making sure that both parties share the same views and expectations regarding quality. Later, the meetings will decrease to once every month, as the comfort levels with the program will increase.
In addition, the Operation Manager will review all the reports on a daily basis, including the service levels and the quality assurance. He / She will report any issues with a root cause analysis and action plan to improve the situation.
In addition, Operation Manager on daily basis will review all reports, including service levels and quality assurance; reporting any issues with a root-cause analysis and action plan to optimize the situation.