Operational Module
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.