Today, travel bookings make up the single largest component of global e-commerce making online travel agencies (OTAs) potentially high growth companies. However, the challenges of managing the momentum of growth, and ensuring the highest standards of customer service at the same time remain.

Higher operational costs, high web page abandonment rates leading to revenue loss, and backlogs in most processes—all of these lead to low customer satisfaction scores. The solution lies in partnering with an experienced BPO service provider as NIIT BPO, that has the right expertise to manage OTA processes.

NIIT BPO Offerings

NIIT BPO has rich experience and deep knowledge of the OTA industry, enabling us to offer end-to-end BPO solutions, spanning across critical areas of your business, including hotel contracts, their updates and maintenance, queue management, fares and rules coding, etc.The solutions we offer are depicted below

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Business Value

Right from passport entry to BSP reconciliation, our integrated service approach helps make your business processes simpler.

Some of the benefits that NIIT BPO delivers are:

• Substantial savings in operational costs
• Ability to scale capacity/operations (up and down) quickly
• Improved customer satisfaction scores (CSAT)
• Significant reduction in abandonment rate thorough efficient load balancing
• Reduction in Average Handling Time (AHT) through process re-engineering
• Process documentation and re-engineering
• Reduction in Average Speed of Answer (ASA) through real-time production management
• Reduction in Turn Around Time (TAT) for transactional processes
• Productivity enhancement through efficient load balancing and cross-training of individuals to create a backup pool of resources
• Optimization of Account Receivables through efficient collection