Sparsh began the engagement by deploying a team of 40 extensively trained resources to manage inbound calls from the airline's passengers and travel agents from Western India. Operating in four shifts to offer 365x24x7 service, the team handles around 300 calls per day. The team manages both inbound and outbound reservation calls. Sparsh's services include telesales which encompass -
- Fresh bookings
- Queries about fares
- Flight information regarding cancellations and re-routing
The team also handles group bookings, including fresh bookings and changes to existing bookings, for major travel agencies. Group bookings service includes Pre-paid Ticket Advice (PTA) and reconfirmation services. In addition, the team handles the reservation needs of the airline staff.
Sparsh has deployed a separate first and business cell which handles enquiries of first and business class passengers, reconfirms their travel plans and addresses all their in-flight needs. Sparsh also caters to the airlines data needs by effectively managing -
- Reservations/Bookings Designator (RBD) Violations to ensure that passengers do not pay a higher fare to travel agents and are booked in the appropriate class
- First and business class cell
- Queues
- Post-Flight by checking the revenue load of the passengers with the seating capacity of the flight
- Pre-Flight by maximizing seat utilization
Apart from the functions mentioned above, Sparsh also takes care of -
- Non-voice support in the form of fax, email and various back office functions
- Lease line connectivity to the client's server
Sparsh Value Adds
Sparsh leveraged its training and quality assurance methodologies to deliver the following value adds to the client -
- Performance Improvement Plan (PIP) to keep the agents updated with various client schemes throughout the process
- Written and Verbal Tests conducted throughout the floor on a constant basis to check the agent's product knowledge
- Agent Needing Attention (ANA) program to identify areas of improvement in agents to improve overall efficiency
- CSAT (Customer Satisfaction Survey) for which random numbers of passengers serviced are called and requested for feedback. For better response, Sparsh also created an online CSAT form for the client
