Always here. Always there.
TRAVEL24
24/7 after-hours emergency travel support for corporate travel agencies and their clients.
THE BEST 24/7 CALL CENTRE SERVICE FOR YOUR AGENCY!
24/7
24/7 Availability
We’re available around the clock, every day.
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Live Agents
Real people. Real help. Every time.
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Travel Protection
Your travellers’ safety is our priority.
🌐
Global Reach
Worldwide support wherever you go.
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Agency Partners
Powering travel agencies with peace of mind.
Your partner in
Travel Confidence
Travel24 is a 24/7 call centre for corporate travel agencies and their clients, that delivers innovative, quality-driven, customer service solutions, across all Travel industry segments. Using the most advanced technology, comprehensive insights, and dedicated specialists for each account, Travel24 is able to provide a multichannel approach, via voice, Text messaging, e-mail and social media.
This customizable, customer service method allows agencies to utilize business insights to deliver lifetime customer service, loyalty and increase incremental revenue. The Travel24 team takes pride in creating a top to bottom ideal customer service experience with its clients.
Contact UsLive Travel Assistance
Emergency Solutions
Company Facts
Built for travel agency support
Strategic Coverage
Strategically established across Canada, USA and Middle East with a highly educated home based travel agents.
80+ Agency Accounts
Over 80 Travel agencies accounts are handled.
Leaders in Telecom
Leader in Wholesale Telecom Industry which enable Travel24 outstanding in their voice quality with reduced costs.
Experience
10+ years of experience in the Customer Service industry.
Services
24-hour assistance all year round
Travel24 Call Centre allows corporate agencies to provide their clients with 24-hour assistance all year round. Customer service is seamless. Travel24 agents assist your clients on your behalf, stating your agency name and your agency policies. Utilize client profiles from your database, and use your GDS pseudo city codes so that your agency will retain all GDS segment credits for new or revised reservations.
Travel24 offers a comprehensive range of services to satisfy the needs of your agency and your clients, following travel industry rules and regulations. Our goal is to deliver superior customer service! We constantly review our services with the view to upgrade them whenever the need arises.
Digital Voice Recording
CallTrak Online Reporting
Toll-Free Personal Touch Numbers
Electronic and Paper Ticketing
VIP Desk
Emailed Itineraries
ROAM Service
Telephone Response
Travel24 call centre is 247 available to you and to your clients when in need. Live agents are available 247 round the clock and no answering machines or voicemails. Travel24 telephone lines are accessible from all parts of the world by local numbers and dedicated numbers to clients.
Email Response
Achieve faster response times and consistent messaging with Travel24 Email Response Solution. Today’s customers expect a timely, accurate response to their inquiry or they will become impatient and call into your customer service line, duplicating the initial inquiry and increasing costs due to lack of timely response. A growing number of travel agents, travel managers, and corporate travelers prefer communicating these days by email from their laptop, Blackberry or cell phone. With Travel24 your clients will be able to email or call in their requests for assistance. Travel24 Email Response Solution provides immediate feedback to your customers, letting them know someone has received their inquiry and will get back to them within 1 hour. Based on your escalation process we can determine if an auto-response should be used based on your requirement. Our focus is on providing immediate and consistent feedback to ensure the number of repeat emails is minimized and first contact resolution is achieved.
Text Messaging
As today’s world has become tech savvy and everyone is looking for quick solutions to their problems or issues Travel24 has got it all. Your client can contact us through text message also if they are at a place where mobile signals are weak or not available at all. A dedicated number for text messaging will be allotted to your company so your clients can use this facility too to reach Travel24 and our agents on duty will provide them with the assistance what the client’s seek.
VIP Elite Whiteglove
Travel24, VIP Elite Whiteglove service treats your clients in the upper echelons of management with kid gloves. A supplemental service for those clients that need to be “handled with extra special care.” For the most highly personalized service, your designated VIP Elite customers are given a dedicated telephone number that is theirs alone to contact Travel24. Their call posts in the queue ahead of other calls, and is routed to a senior agent. No fuss, no muss, no wasted time. Something every CEO will surely appreciate.
Change Reservations
Change reservations, make new reservations for travel, refer calls back to the shareholder agency as agreed during their regular business hours, provide flight schedules, quote fares (excluding tours, consolidated fares, round the world fares etc), issue PTA's, use electronic ticketing capabilities when requested by the agency and/or traveler and queue all accessed PNR's to the subscribing office before the next business day. Change convention/meeting bookings if required (any new conventions will be referred back to subscribing agency).
Ticket Exchanges
Issue any new tickets/exchanges that require action prior to 1200hrs agency time the next business day. All other tickets/exchanges will be queued to the agency for action.
E-Tickets
We provide E-ticketing services only. E- tickets voided only after confirmation from subscribing agency.
Monthly Reports
Provide monthly reports to the customer detailing the total number of calls, and number of calls referred, including the total cost of service being charged with the breakdown of additional charges for issuing tickets/exchanges/web tickets etc. Provide monthly usage reports by location to each agency subscribing to the service. These reports will reflect the Pseudo City Code, time of call, traveler name, ticketing activity and reason for call.
Expert Knowledge of GDS Systems
Provide service for agencies using Sabre, Galileo or Amadeus reservations systems as well as Internet booking accounts. Assist in setting up GDS links (bridging) with agencies.
Your Own Toll-Free Number
Refer callers to the agency's toll-free number during regular business hours. We also allow subscribing agencies to forward their telephone lines to ours, if required.
Collect Calls
Travel24 accepts collect calls from countries outside of our toll-free service area.
Billing Options
Apply rates consistently to all agencies and provide flexible billing options.
Confidentiality
Travel24 completely and fully understands the proprietary and confidential nature of this enterprise and the need to keep all of our clients' information fully confidential. Any agreement we enter into with a client agency includes a clause committing to the highest level of confidentiality. Travel24 will use all reasonable measures available to keep all client business information confidential. All agents of Travel24 have agreed to and signed a non-disclosure agreement whereby they commit to not divulge or distribute any of the client agency's proprietary or confidential business information.
Key Features to join Travel24
✓All calls can be answered with your agency's name
✓State-of-the-art telephony and call center applications
✓Toll-free calls from over 30 countries (collect from all others)
✓Technology infrastructure designed for optimal performance
✓Itemized billing
✓Experienced travel consultants available 24/7
✓Comprehensive reporting including: call statistics, ticketing information, reason for call and resolution of callers' needs
✓Confidentiality and non-compete agreements
Why Travel24
Mission, values and operational approach
The Travel industry is constantly evolving and changing to meet client demands. As our industry evolves, so will Travel24, anticipating opportunities for optimization. Our Vision, Mission, and Values represent our long term strategy to ensure Travel24 remains an innovative company within the travel industry with its leadership and Excellency in 247 customer service providers to corporate travel agencies, consortiums and sole ownerships globally.
Mission Statement
Travel24, is dedicated to building long-term relationships by providing flexible after hours 247 call centre solutions that add maximum value to our clients. We strive to create a positive experience with every customer interaction by delivering the best people, best processes, best technology and uncompromised best customer service.
Vision Statement
To deliver enterprise level 24/7 Call Centre customer service solutions to global companies, large and small.
People
Our people are the most important aspect of our business. Every employee plays a role in our success. As a result, we promote a positive, encouraging and lively work environment which translates into a better experience for not only our employees, but also our clients and their customers their customers
Fairness
We enforce fairness with all interactions, both internally and externally. Employees, suppliers, partners, clients, and customers are all treated equally with the same attention and respect they deserve. This focus builds and maintains strong relationships that benefit everyone in contact with our company.
Innovation
We are proud that our innovative attitude helps to maximize the benefits our clients receive. Technology is the driving force behind our continuous development and efficiency. By investing in research and development, partnering with Telecom industry leaders, and adopting the latest technology into our operations, we are always a few steps ahead of the competition.
Operational Excellence
We are persistent in identifying and integrating new methodologies for operational improvement that are essential to the contact center industry. This ensures that our clients can rely on us to deliver consistent, efficient, and quality service. Operational excellence isn’t just a goal - it’s our priority.
Fearlessness
Our company is dedicated to facing challenges head-on and stop at nothing to provide the highest level of service to our customers. We are not afraid to take calculated risks to improve and innovate existing services.
Transparency
We are proud that our innovative attitude helps to maximize the benefits our clients receive. Technology is the driving force behind our continuous development and efficiency. By investing in research and development, partnering with Telecom industry leaders, and adopting the latest technology into our operations, we are always a few steps ahead of the competition.
Living our Values
At Travel24, we believe in treating everyone from clients to peers with respect and fairness, which is evident from our daily interactions both internally and externally. Everyone deserves fair and equal treatment to ensure all parties mutually benefit from any relationship established with Travel24.
We always look to progress our own employees, who consistently display their hard work and passion. We promote based on merit, not always tenure, which promotes innovation across the entire company. Operational excellence is the result, where true leadership is carried out by the actions of the collective group, not just one individual.
Our teams in HR, Finance, Operations, Sales and Marketing, as well as the Executive Team, all work together to ensure our company goals are met at all times. Striving towards bigger team goals and joining together to meet them are what makes our company thrive. We live our values.
Approach
Operational expertise with program insights
Travel24, emphasizes loyalty and transparency in all relationships with customers, clients, partners, and employees. The sales and services benefits of increasing Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Order Value (AOV), and decreasing Cost per Contact (CPC), are achieved by balancing operational expertise with program insights.
Operational practices are uniquely customized and delivered to every client to achieve the desired quality and ROI in a proactive, transparent culture. We leverage insights and reports to drive operational decisions, to provide a high performance environment, and act as an extension of each client that we work with.
Culture
We integrate the client brand into our operations to create a culture of brand specialists that are closely aligned with our client’s brand and company values. Travel24 focuses on hiring the best people to run our 247 call centre with outstanding customer service solutions, from front-line agents and managers to our corporate staff in HR, Finance, IT, Marketing and Sales. By focusing on our values and hiring for talent, we are able to recruit and retain great people - fostering an aligned, committed corporate culture. We don’t just provide a service – we build a relationship and ensure our standards match each of our clients’ needs.
Operational Expertise
Attention to detail and execution allows us to drive performance and innovation. Cross-functional teams are built around specialists and processes that ensure we select and train the right people, provide them with the tools to succeed, and develop program enhancements to achieve client goals. Along the way, our customer experience team provides ongoing support to make necessary adjustments and proactive suggestions to assist with client growth.
Insights
Through a robust system for call recordings, analytics, customer feedback surveys, and a variety of other practices, Travel24 will measure consumer and business touch points and effectively manage to the overall account KPI. These insights and reports will provide actionable data to ensure continuous improvement to client accounts. We strive to create a 360-degree view of operations and many of our reports are available in real-time. Scheduled calibration meetings are used to discuss any issues related to the quality assurance of each account and a customizable solution created to achieve any goal that our clients may have.
Customer Experience Center
The last element that brings our approach full circle is our belief in being a true extension of each client we work with, by fostering trust and transparency in each relationship. We work closely with our clients to create a Customer Experience Center of Excellence that provides the right technology, processes, and people to innovate customer service. The feedback loop we insist on having with our clients guarantees constant communication and improvement. We focus not only on maintaining high levels of service, but also on achieving long-term business goals.
Operational Module
Transparent communication, collaboration and service excellence
Travel24 values building and maintaining strong client relationships through transparent communication, collaboration, and service excellence. Strategic goals of every single client in our Dedicated Model are unique, and therefore focused on at an individual level. Aligning strategies between ourselves and our clients are important to collectively achieving high quality levels which are maintained and optimized through continual collaboration.
Travel24 assembles a strong foundation for your account, routinely measuring and reporting on operations to illustrate quality performance levels. Updates and optimizing opportunities are handled in a timely manner, through the support of the Operations Manager you build your partnership with.
During the initial launch of your account you are assigned to Operations Manager who specializes in project management. He/She will ensure the successful launch of your program by coordinating all the key stakeholders (from Operations to, IT, to 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 the key account manager during the life of your account.
During new account implementation and once live, you will have a designated Service Delivery Manager as your single point of contact throughout the life of your account. He/She is responsible for the performance of your program, providing leadership and accountability to Team Leaders and call center agents to ensure goals, performance objectives and standards are met and accurately communicated to everyone involved.
At the Service Delivery Manager's aid is the use of computerized systems for reporting, tracking, research of information, and troubleshooting to enhance quality and efficiency. He/She will also handle non-routine situations that may require adaptation of response or extensive research to resolve. 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.
Prior to and during the launch of your service, the Operations Manager will hold calibration and account status meetings to deal with all issues relating to the quality assurance of your account. Call/live chat/email projections, account changes and account issues are discussed in this meeting, the attendance of which will include your project related mangers and IT representatives involved with the setup, along with any other representatives from Travel24 and your company as required. Differing opinions will be discussed and quality assurance standards are calibrated, ensuring both parties share the same views and expectations on quality. Meetings will move to monthly as comfort levels with the program increase.
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.
Quality Assurance
Monitored performance and continuous improvement
Service Standards
The specialized talent pool at Travel24 is carefully monitored through metrics consistent with supporting a high performance culture. Processes, technology and agent behaviors are continually aligned to meet service standards. Assurance in service quality does not come automatically through the use of a universal formula, but instead is perfected from monitoring, forecasting, and efficiently making adjustments.
Proactive Monitoring
Travel24 invests considerable time and money in ensuring the highest level of quality for all clients’ customer interactions (voice, chat and email). Every interaction within our contact center is monitored, allowing our Quality Assurance Team to evaluate the quality of all agent communications and determine ways to optimize quality. The proactive monitoring approach taken also provides immediate feedback to agents on their performance, which facilitates a greater opportunity for change while a customer contact is still new.
Quality Improvement
The focus of our call monitoring efforts is on quality improvement. Our dedicated Quality Assurance Team works closely with our support staff (Team Leaders and Team Managers), who also perform daily monitoring and coaching sessions to ensure high internal service levels throughout the center. Similar processes apply in our Email Response environments, reviewing transcripts and metrics tracking in electronic interactions.
Agent Coaching
At a minimum, our agents are monitored at least once every two days. During each test, agents are evaluated and scored on various quality criteria for their communications, and then consulted on their performance including areas of success and in need of improvement. Agents are also encouraged to provide any feedback at this time on their account, which will be shared with our client.
Workforce Management
Travel24 effectively balances workforce management (WFM) within our call centre to ensure optimal agent staffing levels that maintain high quality while minimizing costs. Our Workforce Team understand every single client account, and allocate the necessary resources for the specified work required.Travel24 understands the sensitive nature of call centre scheduling and employs detailed WFM practice methodologies and advanced WFM technology to achieve required agent occupancy and consistent levels of customer service, while simultaneously controlling costs.
Training and Development
High-performing culture through training and coaching
Travel24 uses extensive training and development processes to ensure a high performing culture is maintained. Using initial training to establish a standard, and ongoing coaching and client-specific training to allow for increased autonomy, alignment, consistency and quality, we foster employees and provide them with the tools and support needed to succeed.
Travel24’s New Hire Training puts all new agents through a one-week paid training course in our state-of-the-art, in-house training center.
Company Fundamentals
- Travel24 history and background
- Travel24 quality standards and monitoring procedures
- During this training, agents will role-play and practice on test accounts to ensure they know how to efficiently navigate our system
- Some areas of focus will vary depending on the communication channel the group is being trained for, as follows: Voice Support, Dedicated Account and Culture Training, Continual Development
Voice Support
- Customer service and sales skills as employed in a call center environment
- Customer service and sales skills in an electronic environment, through the use of emotive text communication best practices
- Live Person console operational best practices, understanding and maximizing the use of all console features
Dedicated Account & Culture Training
- All agents in our Dedicated Service Delivery Model handle a specific account and therefore must complete a full training program specific to the client in order to go live as a representative. Each account-specific training curriculum is developed by our Training Manager and approved by the client during the implementation process. We encourage our clients to be as involved in the process as they require. Once the training materials have been approved, we use a “train-the-trainer” approach for new accounts, enabling Travel24 to develop experts on each of our client accounts and to deliver superior training to our contact enter agents.
- Our hands-on approach ensures your specific training curriculum is unique to your company and meets the goals of your account. The attention to detail and account specifics also allows your Travel24 Team to be a true extension of your company, allowing us to mimic your culture and environment to deliver the highest level of customer service on your behalf.
Continual Development
- Agent monitoring and coaching are practiced on a daily, ongoing basis to ensure client goals and standards are being met. Training is always available to improve individual agent performance and address any needs that arise.
Technology
Reliable call centre technology ecosystem
Travel24 incorporates a strategic mix of software and hardware to make up a reliable technology ecosystem. Systems across all facilities have a high level of security and set up for redundancy and high-availability. The core server leveraged to distribute interactions to the Call Center is Elite and is truly state-of-the-art in Telecom world.Travel24 technology empowers company to provide your agency with universal queues and skill sets where our system can recognize your caller and answer the call using your agency's name. Our telephony system identifies the type of call then determines and routes the call to the best-skilled agent for the interaction regardless where around the world your caller is calling from.
GDS System Integration
Travel24 Call Centre has full integration with 3 of the travel industry GDS systems (Amadeus, Sabre and Galileo/Apollo). This integration allows for a seamless transition for our consultants to manage your accounts.
Call Routing
Travel24 VOIP Routing capabilities enable call flows to be customized based on the dialed toll-free number and/or caller entered menu selections. Callers are instantly greeted by an auto-attendant that prompts them to make a touch-tone menu selection; the call is then routed to the first available skilled agent. With Travel24 telephony system we've already been through the growing pains of integrating new technology and have spent both time and money to answer calls promptly so that calls are routed to our consultants best suited to meet your agency's requirements.
Tracking Calls & Billing
Along with our Call Centre VOIP Telephony technology we also have in place seamless applications where our consultants log each call and the details of the call. These logs are automatically part of our invoicing and billing modules where you'll receive detailed billing with your monthly invoices.
Key Benefits of Our Technology
- Fiber optic backbone.
- A complete end-to-end Voice Over Internet Protocol (VOIP) Telephony solution integrated with UPS backup power generators to deliver 99.9% online system efficiency and optimal performance.
- T1 internet lines offer efficient real-time high quality voice and data transmissions.
- Calls routed by language, skill set and the number called.
- Calls recorded for training, accuracy, and monitoring.
- Our travel counselors are qualified on Amadeus, Sabre and Galileo/Apollo GDS systems.
- Real time call monitoring and reporting.
- Our goal is to provide streamlined call centre applications with system redundancy integrated with our VOIP telephony technologies.
IT Team
- Hundreds of calls, text messages, and emails run through our call centre on a daily basis. Managing these is an important task and crucial to maintaining high levels of quality for our clients. Any call center can buy the best technology on the market, but it is the people behind this technology that deliver the results you are looking for.
- The Travel24, IT staff is made up of a variety of industry experienced professionals, all experts in the telecommunications field. This talented team allows us to provide customized applications to any of our clients requiring more than cookie-cutter type of applications. Our philosophy is if you can dream it, we can build it.
- Digital Call Recording offers a unique opportunity to enhance the quality of customer service we offer our clients. It enables management to easily evaluate agent performance and set benchmarks for agent productivity. As a leader in the use of a remote workforce, Travel24 has benefited from today's telecommunications advancements which helps us better identify training and coaching needs. Digital call recording allows us to facilitate and promote this capability.
Contact Us
Need after-hours travel support?
We are committed to provide superior customer service in a manner that is most simple, efficient & affordable.