With over 90 travel agents in three contact centers (New York, Colorado, and Shannon, Ireland) and our home-based agents throughout the U.S. and Canada, TRAVEL HELPLINE operates on a single phone switch. No one else in the industry today can offer you a rollover between three distinct contact centers as well as a home-based team, providing total coverage -- even in the event of a major emergency that would shut down a single contact center. This positive redundancy allows you to offer your customers the strongest possible sense of security as they travel around the country or across continents to conduct business in our challenging world.

A growing number of travel agents, travel managers, and corporate travelers prefer communicating these days by email from their laptop, Blackberry or cell phone. Soon, your clients will be able to email or call in their requests for assistance.

Our call response times are already among the best in the industry. But we offer a supplemental service for those clients that need to be “handled with extra special care.” For the most highly personalized service, your designated VIP customers are given a custom telephone number that is theirs alone to contact TRAVEL HELPLINE. Their call posts in the queue ahead of other calls, and is routed to a senior agent. Something every CEO will surely appreciate.

Our system utilizes a common interface to all the major GDSs that was provided by Attachmate’s INFOConnect Enterprise Edition™. Leveraging the platform’s robust GDS scripting language, our agents perform many booking and documentation functions using a common process and desktop interface. The system improves efficiency and documentation quality on every call. In addition, our updated screen pops identify customers immediately and lead to even faster service.

TRAVEL HELPLINE can provide comprehensive call volume and activity, by agency or by account, to help you stay on top of expenditures. Our Members Only Extranet also provides a host of in-depth resources and tools.

A portfolio of analytics-driven workplace optimization solutions, provided by Verint, supports our team in capturing and analyzing customer interactions, improving workplace performance, and optimizing service processes. Included are quality monitoring, digital call recording, speech and data analytics, and application analysis. These new systems help insure a quality experience from end to end.

We are finalizing steps to be fully PCI compliant, according to the industry’s new, more stringent regulations. This assures that your customer’s data and electronic credit card transactions are protected at the highest levels of security.

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, TRAVEL HELPLINE 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.